[rt-users] [SLA Extension] Can I 'parked' stalled tickets?

[Dave Fitches]

Hi all,

I've been working with RT 4.05 and have added the SLA Extension [v.0.06] to it.

We're using some simple SLA rules - no respond or keepinloop rules, just resolve rules.  Generally, all tickets should be resolved within x Days from ticket creation.

Eg;

                'Normal' => {
                        Resolve => { BusinessMinutes => 60*8*5, IgnoreOnStatuses => ['stalled']  }, # Within 5 Working Days
                        },

We're using Business:Hours to make sure weekend and public holidays aren't counted.

Jobs start at Priority 0 and via an hourly  LinearEscalate Cron job, escalate to Priority 100 the closer they get to the due date. So a job with a 5 working day SLA will be at Priority 40 after 2 business days.


Now - as a basic setup, it's all working nicely. (And I'd like to say - I love the program!)


There's just ONE thing not working the way we'd like and I suspect I've missed something, so I'd appreciate a second opinion.


You'll notice we've got "IgnoreOnStatuses => ['stalled']" in there. If we make a job and stall it, the priority does NOT advance. All good so far.

However when the job is changed from stalled back to open, it doesn't punch the Due Date out according to the time it was stalled. So - a job is due 5 days after it's created. If we stall the job after 4 hours, the priority will freeze at 10. If we change the job back to "open" 2 days later, the due date remains unchanged and the job will still be due in another 2.5 days. Next time the LinearEscalate cron job runs, the Priority jumps right up to 50.

What we WANT it to do, is - when we un-stall the job 2 days later, we want RT to automatically extend the Due Date by the same amount of time it was stalled - in this case, 2 days.

Any thoughts? What've I missed?

--
    = Dave Fitches =

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/       |. University of Melbourne - Access Control
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