I've recently got the RT::Extension::SLA extension working and added the following config into the RT config for Service business hours:
%RT::ServiceBusinessHours = ( 'TechSupport' => { 0 => { Name => 'Sunday', Start => 'undef', End => 'undef'}, 1 => { Name => 'Monday', Start => '08:00', End => '18:00'}, 2 => { Name => 'Tuesday', Start => '08:00', End => '18:00'}, 3 => { Name => 'Wednesday', Start => '08:00', End => '18:00'}, 4 => { Name => 'Thursday', Start => '08:00', End => '18:00'}, 5 => { Name => 'Friday', Start => '08:00', End => '18:00'}, 6 => { Name => 'Saturday', Start => 'undef', End => 'undef'}, holidays => [qw(01-01 12-24 12-25 7-4 2012-04-08 2012-05-28 2012-09-03 2012-11-22)], } ); %RT::ServiceAgreements = ( 'Default' => '8', Levels => { '24' => { BusinessHours => 'TechSupport', Response => { RealMinutes => 60*24}, KeepInLoop => { RealMinutes => 60*24}, }, '8' => { BusinessHours => 'TechSupport', Response => { BusinessMinutes => 60*8}, KeepInLoop => {BusinessMinutes => 60*8}, }, '4' => { BusinessHours => 'TechSupport', Response => { BusinessMinutes => 60*4}, KeepInLoop => { BusinessMinutes => 60*4}, }, '1' => { BusinessHours => 'TechSupport', Response => { BusinessMinutes => 60*1}, KeepInLoop => {BusinessMinutes => 60*1}, }, 'Critical' => { BusinessHours => 'TechSupport', Response => { BusinessMinutes => 60*0.8 }, KeepInLoop => { BusinessMinutes => 60*0.8 }, }, }, ); But when I change the SLA and RT attempts to set Start and Due Dates based off SLA I get the following error and stack trace in the RT log: [Fri Jan 13 23:08:53 2012] [debug]: Committing scrip #16 on txn #8150 of ticket #747 (/opt/rt4/sbin/../lib/RT/Scrips.pm:192) [Fri Jan 13 23:08:53 2012] [debug]: Last effective requestors' reply to ticket #747 is txn #8139 (/opt/rt4/local/plugins/RT-Extension-SLA/lib/RT/Action/SLA_SetDue.pm:41) [Fri Jan 13 23:08:53 2012] [error]: Scrip Commit 16 died. - Set::IntSpan::_copy_run_list: Bad order: 1326006000-1326005999,1326121200-1326157199,1326207600-1326243599,1326294000-1326329999,1326380400-1326416399,1326466800-1326502799,1326524400-1326524399 at /usr/lib/perl5/site_perl/5.8.8/Business/Hours.pm line 372 Stack: [/usr/lib/perl5/5.8.8/Carp.pm:269] [/usr/lib/perl5/site_perl/5.8.8/Set/IntSpan.pm:299] [/usr/lib/perl5/site_perl/5.8.8/Set/IntSpan.pm:140] [/usr/lib/perl5/site_perl/5.8.8/Set/IntSpan.pm:111] [/usr/lib/perl5/site_perl/5.8.8/Business/Hours.pm:372] [/usr/lib/perl5/site_perl/5.8.8/Business/Hours.pm:514] [/opt/rt4/local/plugins/RT-Extension-SLA/lib/RT/Extension/SLA.pm:370] [/opt/rt4/local/plugins/RT-Extension-SLA/lib/RT/Action/SLA_SetDue.pm:46] [/opt/rt4/sbin/../lib/RT/ScripAction.pm:232] [/opt/rt4/sbin/../lib/RT/Scrip.pm:475] [/opt/rt4/sbin/../lib/RT/Scrips.pm:198] [/opt/rt4/sbin/../lib/RT/Transaction.pm:201] [/opt/rt4/sbin/../lib/RT/Record.pm:1447] [/opt/rt4/sbin/../lib/RT/Record.pm:1691] [/opt/rt4/sbin/../lib/RT/Record.pm:1570] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:2242] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:2175] [/opt/rt4/share/html/Ticket/Modify.html:82] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:538] [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:285] [/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Scrip.pm:483) Any ideas what I did wrong? Thanks! David Hollinger III IT Infrastructure Coordinator Handwriting Without Tears (301)263-2700 ext 285 (402)430-3127
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