Re: [rt-users] Due dates
I did not select level-xday option when creating a test ticket. When I choose one and it works now. I want to set different default level-xday value for each Queue. I goto queue, edit "Queue2", select level-2days. But when creating ticket, the default option value is still the value which defined in /opt/rt4/etc/RT_Siteconfig.d/RT_Siteconfig-duedate.pm. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Due-dates-tp61729p61874.html Sent from the Request Tracker - User mailing list archive at Nabble.com. - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
Re: [rt-users] Due dates
I followed your step to add the code, but it did not work.
1. I created custom field "SLA" and applied to queue "Queue2".
2. Update "Queue2" adding values to "SLA" these level option "level-1day",
"level-2days", "level-3days"
3. In file /opt/rt4/etc/RT_Siteconfig.d/RT_Siteconfig-duedate.pm, added:
Set(%ServiceAgreements = (
Default => 'level-1day',
QueueDefault => {
'Queue2'=> 'level-3days',
},
Levels =>
{
'level-1day' => {
Resolve => { RealMinutes => 1*24*60 } },
'level-2days' => {
Resolve => { RealMinutes => 2*24*60 } },
'level-3days' => {
Resolve => { RealMinutes => 3*24*60 } },
));
But whatever option of "SLA" I choosed, it always got the duedays
'level-3days' 3*24*60.
I do not know if I set the configuration right according to your
instruction. Please help
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-
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* Washington DC - May 23 & 24, 2016
Re: [rt-users] Due dates
I followed your step to add the code, but it did not work.
1. I created custom field "SLA" and applied to queue "Queue2".
2. Update "Queue2" adding values to "SLA" these level option "level-1day",
"level-2days", "level-3days"
3. In file /opt/rt4/etc/RT_Siteconfig.d/RT_Siteconfig-duedate.pm, added:
Set(%ServiceAgreements = (
Default => 'level-1day',
QueueDefault => {
'Queue2'=> 'level-3days',
},
Levels =>
{
'level-1day' => {
Resolve => { RealMinutes => 1*24*60 } },
'level-2days' => {
Resolve => { RealMinutes => 2*24*60 } },
'level-3days' => {
Resolve => { RealMinutes => 3*24*60 } },
));
But whatever option of "SLA" I choosed, it always got the duedays
'level-3days' 3*24*60.
I do not know if I set the configuration right according to your
instruction. Please help
--
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* Washington DC - May 23 & 24, 2016
Re: [rt-users] Due dates
Resolve => { RealMinutes => 60*2} },
);
Sally Ainsley | Lifecycle Software | T: 01635 553427
-Original Message-
From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf
Of Steven H
Sent: 16 April 2016 00:14
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Due dates
Yes, I'd like to have some examples, please.
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* Washington DC - May 23 & 24, 2016
Re: [rt-users] Due dates
Sally Ainsley wrote > Hi > > We have managed this by setting up different SLAs for different queues. > > It was really fiddly and took lots of trial and error but we now have 5 > different sets of SLAS - we have default 1 and default 2 which apply to > the > majority of our Queues and then I have 3 bespoke ones. > > Each SLA set has a different set of "business hours" and 4 or 5 SLA > levels. > > > Each level sets a due date based on the business or real hours defined > within the SLA level. > > We have 5 SLA custom fields each with the defined SLA levels -each Custom > field has to be called "SLA" but then within each we have different names > for the levels defined the thing you have to ensure is that each SLA level > has a unique name. We define the correct SLA for each QUEUE set by > allocating the relevant SLA Custom Field. > > Does that help - or do you need to see some examples? > > Regards > > Sally > > Sally Ainsley | Lifecycle Software | > > > -Original Message- > From: rt-users [mailto: > rt-users-bounces@.bestpractical > ] On Behalf > Of Steven H > Sent: 15 April 2016 03:11 > To: > rt-users@.bestpractical > Subject: [rt-users] Due dates > > I installed rt4.4.0 > > When I configure queue, there is no place to input due dates. Instead > there > are fields "Starts" and "Due" which can be fill in a date such as > "2016-04-15 00:00:00". I did a test creating a ticket, the due date is > what > I set in that fields. > > What I need is setting duedate such as 3 days after tickets created. > > I also use SLA. It can set a duetime in RT_Siteconif.pm for all queues, > But > I need set different duedates for different queues. > > > > -- > View this message in context: > http://requesttracker.8502.n7.nabble.com/Due-dates-tp61729.html > Sent from the Request Tracker - User mailing list archive at Nabble.com. > - > RT 4.4 and RTIR Training Sessions https://bestpractical.com/training > * Washington DC - May 23 & 24, 2016 > > - > RT 4.4 and RTIR Training Sessions https://bestpractical.com/training > * Washington DC - May 23 & 24, 2016 I'm interest in how you do this. I think it is convenient to change params from admin control panel -- View this message in context: http://requesttracker.8502.n7.nabble.com/Due-dates-tp61729p61739.html Sent from the Request Tracker - User mailing list archive at Nabble.com. - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
Re: [rt-users] Due dates
Emmanuel Lacour wrote > Le 15/04/2016 04:11, Steven H a écrit : >> I installed rt4.4.0 >> >> When I configure queue, there is no place to input due dates. Instead >> there >> are fields "Starts" and "Due" which can be fill in a date such as >> "2016-04-15 00:00:00". I did a test creating a ticket, the due date is >> what >> I set in that fields. >> >> What I need is setting duedate such as 3 days after tickets created. >> >> I also use SLA. It can set a duetime in RT_Siteconif.pm for all queues, >> But >> I need set different duedates for different queues. >> >> > > > look at "QueueDefault" here > https://docs.bestpractical.com/rt/4.4.0/RT_Config.html#SLA, it's what > you need. > > though this information is missing from > https://docs.bestpractical.com/rt/4.4.0/customizing/sla.html. > > > -- > Easter-eggs Spécialiste GNU/Linux > 44-46 rue de l'Ouest - 75014 Paris - France - Métro Gaité > Phone: +33 (0) 1 43 35 00 37- Fax: +33 (0) 1 43 35 00 76 > mailto: > elacour@ > - http://www.easter-eggs.com > - > RT 4.4 and RTIR Training Sessions https://bestpractical.com/training > * Washington DC - May 23 & 24, 2016 Emmanuel Lacour wrote > Le 15/04/2016 04:11, Steven H a écrit : >> I installed rt4.4.0 >> >> When I configure queue, there is no place to input due dates. Instead >> there >> are fields "Starts" and "Due" which can be fill in a date such as >> "2016-04-15 00:00:00". I did a test creating a ticket, the due date is >> what >> I set in that fields. >> >> What I need is setting duedate such as 3 days after tickets created. >> >> I also use SLA. It can set a duetime in RT_Siteconif.pm for all queues, >> But >> I need set different duedates for different queues. >> >> > > > look at "QueueDefault" here > https://docs.bestpractical.com/rt/4.4.0/RT_Config.html#SLA, it's what > you need. > > though this information is missing from > https://docs.bestpractical.com/rt/4.4.0/customizing/sla.html. > > > -- > Easter-eggs Spécialiste GNU/Linux > 44-46 rue de l'Ouest - 75014 Paris - France - Métro Gaité > Phone: +33 (0) 1 43 35 00 37- Fax: +33 (0) 1 43 35 00 76 > mailto:elac...@easter-eggs.com - http://www.easter-eggs.com > - > RT 4.4 and RTIR Training Sessions https://bestpractical.com/training > * Washington DC - May 23 & 24, 2016 Quoted from: http://requesttracker.8502.n7.nabble.com/Due-dates-tp61729p61730.html Thanks, it works https://docs.bestpractical.com/rt/4.4.0/RT_Config.html#SLA . -- View this message in context: http://requesttracker.8502.n7.nabble.com/Due-dates-tp61729p61738.html Sent from the Request Tracker - User mailing list archive at Nabble.com. - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
Re: [rt-users] Due dates
Yes, I'd like to have some examples, please. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Due-dates-tp61729p61737.html Sent from the Request Tracker - User mailing list archive at Nabble.com. - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
Re: [rt-users] Due dates
On 15-4-2016 10:15, Sally Ainsley wrote: > Hi > > We have managed this by setting up different SLAs for different queues. > > It was really fiddly and took lots of trial and error but we now have 5 > different sets of SLAS - we have default 1 and default 2 which apply to the > majority of our Queues and then I have 3 bespoke ones. > > Each SLA set has a different set of "business hours" and 4 or 5 SLA levels. > > > Each level sets a due date based on the business or real hours defined > within the SLA level. > > We have 5 SLA custom fields each with the defined SLA levels -each Custom > field has to be called "SLA" but then within each we have different names > for the levels defined the thing you have to ensure is that each SLA level > has a unique name. We define the correct SLA for each QUEUE set by > allocating the relevant SLA Custom Field. > > Does that help - or do you need to see some examples? > > Sally Now that you shouldn't have offered :-) Could you post an example, I'm interested in something like that and I'm trying to get managment interested in changing bad habits :-) Regards, Joop - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
Re: [rt-users] Due dates
Hi We have managed this by setting up different SLAs for different queues. It was really fiddly and took lots of trial and error but we now have 5 different sets of SLAS - we have default 1 and default 2 which apply to the majority of our Queues and then I have 3 bespoke ones. Each SLA set has a different set of "business hours" and 4 or 5 SLA levels. Each level sets a due date based on the business or real hours defined within the SLA level. We have 5 SLA custom fields each with the defined SLA levels -each Custom field has to be called "SLA" but then within each we have different names for the levels defined the thing you have to ensure is that each SLA level has a unique name. We define the correct SLA for each QUEUE set by allocating the relevant SLA Custom Field. Does that help - or do you need to see some examples? Regards Sally Sally Ainsley | Lifecycle Software | -Original Message- From: rt-users [mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Steven H Sent: 15 April 2016 03:11 To: rt-users@lists.bestpractical.com Subject: [rt-users] Due dates I installed rt4.4.0 When I configure queue, there is no place to input due dates. Instead there are fields "Starts" and "Due" which can be fill in a date such as "2016-04-15 00:00:00". I did a test creating a ticket, the due date is what I set in that fields. What I need is setting duedate such as 3 days after tickets created. I also use SLA. It can set a duetime in RT_Siteconif.pm for all queues, But I need set different duedates for different queues. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Due-dates-tp61729.html Sent from the Request Tracker - User mailing list archive at Nabble.com. - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016 - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
Re: [rt-users] Due dates
Le 15/04/2016 04:11, Steven H a écrit : > I installed rt4.4.0 > > When I configure queue, there is no place to input due dates. Instead there > are fields "Starts" and "Due" which can be fill in a date such as > "2016-04-15 00:00:00". I did a test creating a ticket, the due date is what > I set in that fields. > > What I need is setting duedate such as 3 days after tickets created. > > I also use SLA. It can set a duetime in RT_Siteconif.pm for all queues, But > I need set different duedates for different queues. > > look at "QueueDefault" here https://docs.bestpractical.com/rt/4.4.0/RT_Config.html#SLA, it's what you need. though this information is missing from https://docs.bestpractical.com/rt/4.4.0/customizing/sla.html. -- Easter-eggs Spécialiste GNU/Linux 44-46 rue de l'Ouest - 75014 Paris - France - Métro Gaité Phone: +33 (0) 1 43 35 00 37- Fax: +33 (0) 1 43 35 00 76 mailto:elac...@easter-eggs.com - http://www.easter-eggs.com - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
[rt-users] Due dates
I installed rt4.4.0 When I configure queue, there is no place to input due dates. Instead there are fields "Starts" and "Due" which can be fill in a date such as "2016-04-15 00:00:00". I did a test creating a ticket, the due date is what I set in that fields. What I need is setting duedate such as 3 days after tickets created. I also use SLA. It can set a duetime in RT_Siteconif.pm for all queues, But I need set different duedates for different queues. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Due-dates-tp61729.html Sent from the Request Tracker - User mailing list archive at Nabble.com. - RT 4.4 and RTIR Training Sessions https://bestpractical.com/training * Washington DC - May 23 & 24, 2016
Re: [rt-users] Due dates based on custom fields
We have an Urgency custom field in one of our queues, and I wrote a couple of
scrips to set the ticket due date and starting and ending priorities based on
that field's value. (One scrip fires on ticket creation, and one fires on a
change to the custom field's value.)
The scrip configuration for the ticket creation one looks like:
Condition: On Create
Action: User Defined
Template: Global template: Blank
Stage: TransactionCreate
Custom Action Preparation Code:
Return (1);
Custom Action Cleanup Code
my $ticket = $self-TicketObj;
my $CFName = 'Urgency';
my $QueueObj = $self-TicketObj-QueueObj;
my $CFObj = RT::CustomField-new ($QueueObj-CurrentUser);
my $duedate = RT::Date-new($RT::SystemUser);
my $bus_hours_duetime = time;
use Business::Hours;
my $hours = Business::Hours-new();
my $now = time;
$CFObj-LoadByNameAndQueue(Name=$CFName, Queue=$QueueObj-id);
unless ($CFObj-id) {
$RT::Logger-warning ($CFName doesn't exist in Queue .
$QueueObj-Name);
return undef;
}
my $urgencyvalue = $self-TicketObj-FirstCustomFieldValue($CFObj-id);
if ($urgencyvalue eq 'Emergency') {
$self-TicketObj-SetPriority('100');
$self-TicketObj-SetFinalPriority('100');
$bus_hours_duetime = $hours-add_seconds ($now, 14400);
$duedate-Set(Format='unix', Value=$bus_hours_duetime);
$self-TicketObj-SetDue($duedate-ISO);
} elsif ($urgencyvalue eq 'Urgent') {
$self-TicketObj-SetPriority('90');
$self-TicketObj-SetFinalPriority('99');
$bus_hours_duetime = $hours-add_seconds ($now, 32400);
$duedate-Set(Format='unix', Value=$bus_hours_duetime);
$self-TicketObj-SetDue($duedate-ISO);
} elsif ($urgencyvalue eq 'Time-Sensitive') {
$self-TicketObj-SetPriority('89');
$self-TicketObj-SetFinalPriority('89');
$bus_hours_duetime = $hours-add_seconds ($now, 97200);
$duedate-Set(Format='unix', Value=$bus_hours_duetime);
$self-TicketObj-SetDue($duedate-ISO);
} elsif ($urgencyvalue eq 'High') {
$self-TicketObj-SetPriority('75');
$self-TicketObj-SetFinalPriority('88');
$duedate-Set(Format='unknown', Value='15 days');
$self-TicketObj-SetDue($duedate-ISO);
} elsif ($urgencyvalue eq 'Medium') {
$self-TicketObj-SetPriority('50');
$self-TicketObj-SetFinalPriority('74');
$duedate-Set(Format='unknown', Value='3 months');
$self-TicketObj-SetDue($duedate-ISO);
} elsif ($urgencyvalue eq 'Low') {
$self-TicketObj-SetPriority('25');
$self-TicketObj-SetFinalPriority('49');
$duedate-Set(Format='unknown', Value='6 months');
$self-TicketObj-SetDue($duedate-ISO);
} elsif ($urgencyvalue eq 'Very Low') {
$self-TicketObj-SetPriority('1');
$self-TicketObj-SetFinalPriority('24');
$duedate-Set(Format='unknown', Value='1 year');
$self-TicketObj-SetDue($duedate-ISO);
} else {
}
return(1);
(The Business::Hours library is used by the first three urgency values to
ensure that short-term tickets come due during our working hours.)
--
Mark Roedel
Webmaster
LeTourneau University
-Original Message-
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Jose de Paula
Eufrasio Junior
Sent: Tuesday, January 19, 2010 10:54 PM
To: rt-users
Subject: [rt-users] Due dates based on custom fields
So, I want to use custom fields to classify the tickets on the support
queue as some pre-defined services. Each service has a defined SLA. I
am also using escalation of tickets based on due date. Is there
anything out that can define the due date of tickets based on those
custom fields? I saw the SLA extension but it looks like SLA per
queue, while what I want is per ticket.
--
José de Paula Eufrásio Júnior (coredump)
MCSO, GRC Professional
http://core.eti.br
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[rt-users] Due dates based on custom fields
So, I want to use custom fields to classify the tickets on the support queue as some pre-defined services. Each service has a defined SLA. I am also using escalation of tickets based on due date. Is there anything out that can define the due date of tickets based on those custom fields? I saw the SLA extension but it looks like SLA per queue, while what I want is per ticket. -- José de Paula Eufrásio Júnior (coredump) MCSO, GRC Professional http://core.eti.br ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Due dates based on custom fields
Hi Jose, Check out the RT::SLA add on works great, and is easy to set up. On Tue, Jan 19, 2010 at 8:54 PM, Jose de Paula Eufrasio Junior jose.jun...@gmail.com wrote: So, I want to use custom fields to classify the tickets on the support queue as some pre-defined services. Each service has a defined SLA. I am also using escalation of tickets based on due date. Is there anything out that can define the due date of tickets based on those custom fields? I saw the SLA extension but it looks like SLA per queue, while what I want is per ticket. -- José de Paula Eufrásio Júnior (coredump) MCSO, GRC Professional http://core.eti.br ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Bill ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Due dates based on custom fields
Hi Jose, Damn laptop, clicked send before I was ready. at any rate the SLA extension is per ticket, you can also have defaults based on queue. thanks, Bill On Tue, Jan 19, 2010 at 9:22 PM, William Graboyes william.grabo...@theportalgrp.com wrote: Hi Jose, Check out the RT::SLA add on works great, and is easy to set up. On Tue, Jan 19, 2010 at 8:54 PM, Jose de Paula Eufrasio Junior jose.jun...@gmail.com wrote: So, I want to use custom fields to classify the tickets on the support queue as some pre-defined services. Each service has a defined SLA. I am also using escalation of tickets based on due date. Is there anything out that can define the due date of tickets based on those custom fields? I saw the SLA extension but it looks like SLA per queue, while what I want is per ticket. -- José de Paula Eufrásio Júnior (coredump) MCSO, GRC Professional http://core.eti.br ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- Bill ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
