[Bps-public-commit] RT-Extension-SLA branch, ignore-deadline-on-statuses, updated. 0.05_02-2-gc5e1457

[Thomas Sibley]

The branch, ignore-deadline-on-statuses has been updated
       via  c5e14573a37fa02da0ec5ccd02e12ca89372e0e4 (commit)
      from  e9b63eb1dfa8e32e82660179e2a04b78e52307d2 (commit)

Summary of changes:
 lib/RT/Extension/SLA.pm |   12 +++++++++---
 1 file changed, 9 insertions(+), 3 deletions(-)

- Log -----------------------------------------------------------------
commit c5e14573a37fa02da0ec5ccd02e12ca89372e0e4
Author: Thomas Sibley <trs at bestpractical.com>
Date:   Thu Jun 28 11:25:44 2012 -0700

    Explain in more detail the noted behaviour of IgnoreOnStatuses
    
    I expanded the note since I had to ask the author to clarify for my
    understanding.

diff --git a/lib/RT/Extension/SLA.pm b/lib/RT/Extension/SLA.pm
index 211e64b..34bbc37 100644
--- a/lib/RT/Extension/SLA.pm
+++ b/lib/RT/Extension/SLA.pm
@@ -278,9 +278,15 @@ Allows you to ignore a deadline when ticket has certain status. Example:
 
 In above example KeepInLoop deadline is ignored if ticket is stalled.
 
-B<NOTE> that if you just open ticket without a reply then Due date will be
-calculated from old action and ticket will probably be overdue. In most
-cases it shouldn't be a problem.
+B<NOTE>: When a ticket goes from an ignored status to a normal status, the new
+Due date is calculated from the last action (reply, SLA change, etc) which fits
+the SLA type (Response, Starts, KeepInLoop, etc).  This means if a ticket in
+the above example flips from stalled to open without a reply, the ticket will
+probably be overdue.  In most cases this shouldn't be a problem since moving
+out of stalled-like statuses is often the result of RT's auto-open on reply
+scrip, therefore ensuring there's a new reply to calculate Due from.  The
+overall effect is that ignored statuses don't let the Due date drift
+arbitrarily, which could wreak havoc on your SLA performance.
 
 =head2 Configuring business hours
 

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