[rt-users] How to setup RT::Extension::SLA
Bart
bart at pleh.info
Mon Nov 14 06:45:15 EST 2011
Oops, this is the correct URL:
http://search.cpan.org/dist/RT-Extension-SLA/lib/RT/Extension/SLA.pm
-- Bart
2011/11/14 Bart <bart at pleh.info>
> Hi,
>
> This would roughly be how the SLA plugin works:
>
> - When a ticket is first created the SLA plugin makes sure that the
> Starts date is set to the first possible "Business" date (e.g. the next day
> on 8:30 in the morning).
> - It then "if configured" sets the SLA to the default value of a queue.
> - In our case, we have a scrip that sets the SLA value based on the
> combination of ticket type (Incident, Problem, Change) and ticket priority
> (1 to 4).
> - When the SLA is set for a ticket it then sets the Due date based
> on the Starts date & takes the working hours/holidays into account.
> - In addition, on SLA change it sets the Due date accordingly (again
> based on the Starts date).
>
> More information on this page:
>
> http://search.cpan.org/dist/RT-Extension-SLA/lib/RT/Extension/SLA.pm.Doc
>
> To clarify the dates:
>
> - Starts: first working day based on business hours
> - Started: when someone first replies.
> - Due: roughly the deadline, is set by the SLA plugin.
> - In your case:
> - Response: Means it's set to Start + 2h. That's the first
> deadline, once someone responses the next will start.
> - Resolve: After a response the SLA plugin will set the due date
> based on this config, thus Start + 4h.
> - Closed: is set when you close a ticket.
>
> Below our SLA config, might help a little when it comes to business hours:
>
> # ---
> # BusinessHours Settings
> # ---
>
> Set( %ServiceBusinessHours, (
> 0 => { Name => 'zondag', Start => 'undef', End => 'undef' },
> 1 => { Name => 'maandag', Start => '08:30', End => '18:00' },
> 2 => { Name => 'dinsdag', Start => '08:30', End => '18:00' },
> 3 => { Name => 'woensdag', Start => '08:30', End => '18:00' },
> 4 => { Name => 'donderdag', Start => '08:30', End => '18:00' },
> 5 => { Name => 'vrijdag', Start => '08:30', End => '18:00' },
> 6 => { Name => 'zaterdag', Start => 'undef', End => 'undef' },
> # Non-service dagen: 2011 & 2012
> holidays => [qw(2011-12-26 2012-04-09 2012-04-30 2012-05-17 2012-05-18
> 2012-05-28 2012-12-25 2012-12-26)],
> )
> );
>
> # ---
> # SLA Settings
> # ---
>
> # Maximum is 30 dagen!
> # 480 uur gebruiken om geen Due date in te stellen.
> Set( %ServiceAgreements, (
> Levels => {
> '4' => { Resolve => { BusinessMinutes => 60*4 }, },
> '8' => { Resolve => { BusinessMinutes => 60*8 }, },
> '24' => { Resolve => { BusinessMinutes => 60*24 }, },
> '48' => { Resolve => { BusinessMinutes => 60*48 }, },
> '480' => { Resolve => { BusinessMinutes => 60*480 }, },
> },
> )
> );
>
> Hopefully this helps understanding the SLA plugin.
>
> -- Bart
>
>
> 2011/11/11 linuxsupport <lin.support at gmail.com>
>
>> OK, it is working, but I could not understand
>>
>> Created:Fri Nov 11 16:35:18 2011 -- this is ok
>> Starts:Fri Nov 11 16:35:18 2011 -- this should be set to Created+
>> 1hours response time
>> Started:Fri Nov 11 16:42:43 2011
>> Last Contact<http://207.228.237.31/rt/Ticket/Display.html?id=8&Action=SetTold>:Not
>> set
>> Due:Sat Nov 12 09:35:18 2011 -- this should be set to Created + 4
>> hours resolution time
>> Closed:Not set
>> Updated:Fri Nov 11 16:42:43 2011 by Enoch Root<http://207.228.237.31/rt/Ticket/Display.html?id=8#lasttrans>
>>
>> Please correct me, I am doing something wrong or not understanding it a t
>> all.
>>
>> On Fri, Nov 11, 2011 at 4:33 PM, Ruslan Zakirov <ruz at bestpractical.com>wrote:
>>
>>> On Fri, Nov 11, 2011 at 2:56 PM, linuxsupport <lin.support at gmail.com>
>>> wrote:
>>> > Yes, it is enabled
>>> >
>>> > Set( @Plugins, qw( RT::Extension::SLA) );
>>> >
>>> > In the log it says.
>>> >
>>> > [Fri Nov 11 10:55:12 2011] [warning]: SLA scrip applied to a queue
>>> that has
>>> > no SLA CF
>>> >
>>> (/usr/local/share/request-tracker4/plugins/RT-Extension-SLA/lib/RT/Action/SLA_SetDefault.pm:33
>>>
>>> You didn't apply SLA custom field to queues. Goto admin UI and do it.
>>>
>>>
>>>
>>> >
>>> >
>>> > On Fri, Nov 11, 2011 at 4:16 PM, Ruslan Zakirov <ruz at bestpractical.com
>>> >
>>> > wrote:
>>> >>
>>> >> Hi,
>>> >>
>>> >> Have you enabled plugin in the config? What do you have in logs when
>>> >> you create a ticket?
>>> >>
>>> >> On Fri, Nov 11, 2011 at 2:03 PM, linuxsupport <lin.support at gmail.com>
>>> >> wrote:
>>> >> > I have modified the config as below. still not working
>>> >> >
>>> >> > Set(%ServiceAgreements, (
>>> >> > Default => 'GA',
>>> >> > QueueDefault => {
>>> >> > 'General' => 'GA',
>>> >> > 'Support' => 'GA',
>>> >> > 'Sales' => 'GA',
>>> >> > 'Incident' => 'SA',
>>> >> > },
>>> >> > Levels => {
>>> >> > 'SA' => {
>>> >> > StartImmediately => 1,
>>> >> > Response => { RealMinutes => 60*1*2 },
>>> >> > Resolve => { RealMinutes => 60*4 },
>>> >> > },
>>> >> > 'GA' => {
>>> >> > BusinessHours => 'ga_hours',
>>> >> > Response => { BusinessMinutes => 60*1 },
>>> >> > Resolve => { BusinessMinutes => 60*4 },
>>> >> > },
>>> >> > },
>>> >> > ));
>>> >> >
>>> >> >
>>> >> > Set(%ServiceBusinessHours, (
>>> >> > 'ga_hours' => {
>>> >> > 0 => { Name => 'Sunday', Start => undef, End =>
>>> undef },
>>> >> > 1 => { Name => 'Monday', Start => '09:00', End =>
>>> >> > '17:00' },
>>> >> > 2 => { Name => 'Tuesday', Start => '09:00', End =>
>>> >> > '17:00'
>>> >> > },
>>> >> > 3 => { Name => 'Wednesday', Start => '09:00', End =>
>>> >> > '17:00'
>>> >> > },
>>> >> > 4 => { Name => 'Thursday', Start => '09:00', End =>
>>> >> > '17:00'
>>> >> > },
>>> >> > 5 => { Name => 'Friday', Start => '09:00', End =>
>>> >> > '17:00' },
>>> >> > 6 => { Name => 'Saturday', Start => '09:00', End =>
>>> >> > '13:00'
>>> >> > }
>>> >> > },
>>> >> > ));
>>> >> > On Fri, Nov 11, 2011 at 2:06 PM, Bart <bart at pleh.info> wrote:
>>> >> >>
>>> >> >> I noticed that in your config you say that "4h" is the default,
>>> this
>>> >> >> SLA
>>> >> >> however doesn't exist. Try replacing that with 24 and see what
>>> happens.
>>> >> >> -- Bart
>>> >> >>
>>> >> >>
>>> >> >> 2011/11/11 linuxsupport <lin.support at gmail.com>
>>> >> >>>
>>> >> >>> Hi,
>>> >> >>>
>>> >> >>> I did it and then created a ticket but I can not see it applying
>>> the
>>> >> >>> SLA.
>>> >> >>> What else should I check?
>>> >> >>>
>>> >> >>> On Thu, Nov 10, 2011 at 6:38 PM, Bart <bart at pleh.info> wrote:
>>> >> >>>>
>>> >> >>>> Only the "Name" field is needed.
>>> >> >>>> -- Bart
>>> >> >>>>
>>> >> >>>>
>>> >> >>>> 2011/11/10 linuxsupport <lin.support at gmail.com>
>>> >> >>>>>
>>> >> >>>>> Thanks Bart, but there are 4 fields in that custom field.
>>> >> >>>>>
>>> >> >>>>> Sort , Name, Description, Category
>>> >> >>>>>
>>> >> >>>>> Where should that 24 go? in Sort or Name?
>>> >> >>>>>
>>> >> >>>>> On Thu, Nov 10, 2011 at 4:06 PM, Bart <bart at pleh.info> wrote:
>>> >> >>>>>>
>>> >> >>>>>> Sorry, forgot to mention that in your case that's value "24"
>>> since
>>> >> >>>>>> you've only defined one entry.
>>> >> >>>>>> -- Bart
>>> >> >>>>>>
>>> >> >>>>>>
>>> >> >>>>>> 2011/11/10 Bart <bart at pleh.info>
>>> >> >>>>>>>
>>> >> >>>>>>> You have to manually add the same values of your config to
>>> your
>>> >> >>>>>>> SLA
>>> >> >>>>>>> Custom Field. From there it should work as intended.
>>> >> >>>>>>> -- Bart
>>> >> >>>>>>>
>>> >> >>>>>>>
>>> >> >>>>>>> 2011/11/10 linuxsupport <lin.support at gmail.com>
>>> >> >>>>>>>>
>>> >> >>>>>>>> Hi,
>>> >> >>>>>>>>
>>> >> >>>>>>>> I have just installed RT, along with plugin
>>> RT::Extension::SLA
>>> >> >>>>>>>>
>>> >> >>>>>>>> Following is the configuration I have placed in
>>> RT_SiteConfig.pm
>>> >> >>>>>>>>
>>> >> >>>>>>>> Set(%ServiceAgreements, (
>>> >> >>>>>>>> Default => '4h',
>>> >> >>>>>>>> QueueDefault => {
>>> >> >>>>>>>> 'General' => '24',
>>> >> >>>>>>>> },
>>> >> >>>>>>>> Levels => {
>>> >> >>>>>>>> '24' => {
>>> >> >>>>>>>> StartImmediately => 1,
>>> >> >>>>>>>> Response => { RealMinutes => 60*1 },
>>> >> >>>>>>>> Resolve => { RealMinutes => 60*4 },
>>> >> >>>>>>>> },
>>> >> >>>>>>>> },
>>> >> >>>>>>>> ));
>>> >> >>>>>>>>
>>> >> >>>>>>>> But I can not see any SLA while creating new ticket, it
>>> shows me
>>> >> >>>>>>>> blank box
>>> >> >>>>>>>>
>>> >> >>>>>>>> Can someone correct me please?
>>> >> >>>>>>>>
>>> >> >>>>>>>> OS: Debain Squeeze
>>> >> >>>>>>>> RT -- request-tracker4 4.0.2-1~bpo60+1
>>> >> >>>>>>>>
>>> >> >>>>>>>> Thanks
>>> >> >>>>>>>>
>>> >> >>>>>>>>
>>> >> >>>>>>>> --------
>>> >> >>>>>>>> RT Training Sessions
>>> >> >>>>>>>> (http://bestpractical.com/services/training.html)
>>> >> >>>>>>>> * Barcelona, Spain — November 28 & 29, 2011
>>> >> >>>>>>>
>>> >> >>>>>>
>>> >> >>>>>
>>> >> >>>>
>>> >> >>>
>>> >> >>
>>> >> >
>>> >> >
>>> >> > --------
>>> >> > RT Training Sessions (
>>> http://bestpractical.com/services/training.html)
>>> >> > * Barcelona, Spain — November 28 & 29, 2011
>>> >> >
>>> >>
>>> >>
>>> >>
>>> >> --
>>> >> Best regards, Ruslan.
>>> >
>>> >
>>>
>>>
>>>
>>> --
>>> Best regards, Ruslan.
>>>
>>
>>
>> --------
>> RT Training Sessions (http://bestpractical.com/services/training.html)
>> * Barcelona, Spain — November 28 & 29, 2011
>>
>
>
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