[rt-users] Testing SLA extension
Hi all,
I am configuring some new queues for a division that wants to use RT too.
They work with SLAs, so I am testing the usage of the SLA extension.
I installed it, but I have some difficulties adapting it to the way they work.
They want to have this kind of SLA: when a ticket with a particular pattern in
the object arrives, they want to have a work-day to take it, and another
work-day to resolve it.
I have RT::Extension::ExtractCustomFieldValues to scan the subject of incoming
emails and set the SLA CF accordingly. This is working correctly.
Here is my RT::Extension::SLA configuration:
# For RT-Extension-SLA
%RT::ServiceAgreements = (
Default = 'NoSLA',
QueueDefault = {
'SicurezzaLogica' = 'NoSLA',
},
Levels = {
'NoSLA' = { Resolve = { BusinessMinutes = 60*24*365*5 } },
'Standard' = {
BusinessHours = 'Default',
Starts = { BusinessMinutes = 60*8 },
Resolve = { BusinessMinutes = 60*8 },
},
},
);
%RT::ServiceBusinessHours = (
'Default' = {
1 = { Name = 'Lunedì',Start = '8:05', End = '16:46',
Breaks = [ { Start = '13:05', End = '14:15' } ] },
2 = { Name = 'Martedì', Start = '8:05', End = '16:46',
Breaks = [ { Start = '13:05', End = '14:15' } ] },
3 = { Name = 'Mercoledì', Start = '8:05', End = '16:46',
Breaks = [ { Start = '13:05', End = '14:15' } ] },
4 = { Name = 'Giovedì', Start = '8:05', End = '16:46',
Breaks = [ { Start = '13:05', End = '14:15' } ] },
5 = { Name = 'Venerdì', Start = '8:05', End = '16:46',
Breaks = [ { Start = '13:05', End = '14:15' } ] },
holidays = [qw(01-01 01-06 04-05 04-06 04-25 05-01 06-02 08-15
11-01 12-08 12-25 )],
},
);
# End RT-Extension-SLA
When I create a test ticket with the magic word in the subject, i get this:
The RT System itself - SLA NoSLA added
The RT System itself - Starts changed from Not set to 2015-03-11 10:51:23
The RT System itself - changed SLA NoSLA to Standard
The RT System itself - Due changed from Not set to 2015-03-12 11:20:23
The RT System itself - Starts changed from 2015-03-11 10:51:23 to 2015-03-12
11:20:23
(hand translated from italian)
This is correct, but then when I take that ticket, the due date is not changed
again.
Is this correct?
Is it possible to configure the SLA extension to work the way they want?
Thank you in advance for any help.
Cris
Re: [rt-users] Cron jobs generate output since 4.2.10
In message 1426078619214-59741.p...@n7.nabble.com, fleon writes: Hello, since upgrading RT to 4.2.10 i am getting mails regarding cron jobs: URL:http://lists.bestpractical.com/pipermail/rt-users/2015-February/085473.html John groenv...@acm.org
Re: [rt-users] Improper display of ticket transaction's HTML
Hi,
upgrading to a more recent version of RT and installing HTML::Gumbo
gives you tables in transactions (RT supports this since 4.2.6) [1].
If you can't upgrade, you can use RT::Extension::PermissiveHTMLMail [2].
Chris
[1] https://www.bestpractical.com/docs/rt/4.2/RT_Config.html#PreferRichText
[2] https://github.com/bestpractical/rt-extension-permissivehtmlmail
Am 10.03.2015 um 20:35 schrieb Jeff Blaine:
Hi,
We're using RT 4.2.5 (for now).
$PreferRichText is turned on.
We've put in place a Web_Local.pm that is allowing all tags via:
push @SCRUBBER_ALLOWED_TAGS, qw('*');
Something is still mucking with our HTML though, specifically (that
we've found so far) various table tags' attributes like borders and
padding seem to not be rendered properly. The table borders don't render
at all.
Any ideas?
It is a little unclear to me exactly how to use
%SCRUBBER_ALLOWED_ATTRIBS ... setting it to {'*', 1} caused various
links in the web UI to not work anymore.
[rt-users] Cron jobs generate output since 4.2.10
Hello, since upgrading RT to 4.2.10 i am getting mails regarding cron jobs: Here's the cron job: 0 8 * * * root /opt/rt4/bin/rt-crontool --search RT::Search::FromSQL --search-ar g Queue = 'apoyo' AND Owner != 'Nobody' AND ( Status = 'open' OR Status = 'new ' ) AND Created '1 day ago' --action RT::Action::Notify --action-arg Owner,Al waysNotifyActor --template 'Recordatorio' --transaction first Here's the email i am getting: Subject: Cron root@mar-zabbix /opt/rt4/bin/rt-crontool --search RT::Search::FromSQL --search-arg Queue = 'apoyo' AND Owner != 'Nobody' AND ( Status = 'open' OR Status = 'new' ) AND Created '1 day ago' --action RT::Action::Notify --action-arg Owner,AlwaysNotifyActor --template 'Recordatorio' --transaction first [21899] [Mon Mar 9 18:30:03 2015] [info]: Using w3m for HTML - text conversion +(/opt/rt4/bin/../lib/RT/Interface/Email.pm:1855) I know that since 4.2.10 w3m is being used for HTML to text conversion, what i want to know is how to remove this message, since any output generated by cron means a email is sent. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Cron-jobs-generate-output-since-4-2-10-tp59741.html Sent from the Request Tracker - User mailing list archive at Nabble.com.
