[Bps-public-commit] r19303 - RT-Extension-SLA/lib/RT/Extension

[ruz at bestpractical.com]

Author: ruz
Date: Mon Apr 20 13:53:34 2009
New Revision: 19303

Modified:
   RT-Extension-SLA/lib/RT/Extension/SLA.pm

Log:
* describe a new feature in the doc

Modified: RT-Extension-SLA/lib/RT/Extension/SLA.pm
==============================================================================
--- RT-Extension-SLA/lib/RT/Extension/SLA.pm	(original)
+++ RT-Extension-SLA/lib/RT/Extension/SLA.pm	Mon Apr 20 13:53:34 2009
@@ -63,6 +63,7 @@
 L<StartImmediately|/"StartImmediately (boolean, false)">,
 L<Resolve|/"Resolve and Response (interval, no defaults)">,
 L<Response|/"Resolve and Response (interval, no defaults)">,
+L<KeepInLoop|/"Keep in loop (interval, no defaults)">,
 L<OutOfHours|/"OutOfHours (struct, no default)">
 and L<ServiceBusinessHours|/"Configuring business hours">.
 
@@ -201,6 +202,23 @@
 day, when tickets with the second level should be resolved in the
 next 8 hours after creation.
 
+=head2 Keep in loop (interval, no defaults)
+
+If response deadline is used then Due date is changed to repsonse
+deadline or to "Not Set" when staff replies to a ticket. In some
+cases you want to keep requestors in loop and keed them up to date
+every few hours. KeepInLoop option can be used to achieve this.
+
+    'incident' => {
+        Response   => { RealMinutes => 60*1  }, # one hour
+        KeepInLoop => { RealMinutes => 60*2 }, # two hours
+        Resolve    => { RealMinutes => 60*24 }, # 24 real hours
+    },
+
+In the above example Due is set to one hour after creation, reply
+of a non-requestor moves Due date two hours forward, requestors'
+replies move Due date to one hour and resolve deadine is 24 hours.
+
 =head2 OutOfHours (struct, no default)
 
 Out of hours modifier. Adds more real or business minutes to resolve
@@ -411,19 +429,15 @@
 
 =head1 TODO
 
-    * default SLA for queues
-    ** implemented
-    ** TODO: tests for options in the config
-
-    * add support for multiple b-hours definitions, this could be very helpfull
-      when you have 24/7 mixed with 8/5 and/or something like 8/5+4/2 for different
-      tickets(by requestor, queue or something else). So people would be able to
-      handle tickets in the right order using Due dates.
-    ** implemented
-    ** TODO: tests
+    * [implemented, TODO: tests for options in the config] default SLA for queues
+
+    * [implemented, TODO: tests] add support for multiple b-hours definitions,
+      this could be very helpfull when you have 24/7 mixed with 8/5 and/or
+      something like 8/5+4/2 for different tickets(by requestor, queue or
+      something else). So people would be able to handle tickets in the right
+      order using Due dates.
 
-    * WebUI
-    ** not implemented
+    * [not implemented] WebUI
 
 =head1 DESIGN