[rt-users] need SLA tutorials/guide for first time setup

Ruslan Zakirov ruz at bestpractical.com
Thu May 23 06:27:19 EDT 2013


On Thu, May 23, 2013 at 2:22 PM, Arun ragini <arunragini at gmail.com> wrote:

> cool I did that, I have set 2h and 4h for two tickets.
> I was assuming that I get notification  to respond and with some kind of
> alert, do I need to run some tool in the backend or is it like I need to
> open the ticket for SLA to take effect ? (one ticket is new and the other
> ticket is open status)
>
> Thanks for again all the help you are providing.
>

The extension maintains Due date. You can use rt-crontool to notify about
tickets close to due or overdue. You can adjust searches to sort by Due
date, so tickets that need attention are at the top.


> On Thu, May 23, 2013 at 3:40 PM, Ruslan Zakirov <ruz at bestpractical.com>wrote:
>
>>
>>
>>
>> On Thu, May 23, 2013 at 11:40 AM, Arun ragini <arunragini at gmail.com>wrote:
>>
>>> Hi,
>>>
>>> Thanks for the help, SLA CF has been created (by running make inidb)
>>> with no values do I need to add the following SLA configuation like 4h, 2h
>>> and 2d ? .
>>>
>>>
>> Yes. Add the values.
>>
>>
>>>
>>> I have the following SLA configuration:
>>>
>>>
>>> %RT::ServiceAgreements = (
>>>         Default => '4h',
>>>         QueueDefault => {
>>>                 'General' => '4h',
>>>                 'Clients' => '1d',
>>>                 },
>>>         Levels => {
>>>                 '4h' => {
>>>                         Resolve => { RealMinutes => 60*4 },
>>>                         Response   => { RealMinutes => 60*1 },
>>>                 },
>>>
>>>                 '2h'  => {
>>>                         Response   => { RealMinutes => 60*2 },
>>>                         Resolve => { RealMinutes => 60 },
>>>                 },
>>>                 '1d' => {
>>>                         Response   => { RealMinutes => 60*1 },
>>>                         Resolve => { RealMinutes => 60*24 },
>>>                 },
>>>
>>>         },
>>> );
>>>
>>> Thanks in advance
>>> Arun
>>>
>>>
>>> On Wed, May 22, 2013 at 6:09 PM, Arun ragini <arunragini at gmail.com>wrote:
>>>
>>>> Let me try that. Thanks for all the help.
>>>>
>>>>
>>>> On Wed, May 22, 2013 at 5:20 PM, Ruslan Zakirov <ruz at bestpractical.com>wrote:
>>>>
>>>>> It's first time installtion and you have to run 'make initdb' that is
>>>>> not executed by CPAN shell you used. At this moment we can not fully
>>>>> automate installation via cpan shell.
>>>>>
>>>>>
>>>>> On Wed, May 22, 2013 at 3:39 PM, Arun ragini <arunragini at gmail.com>wrote:
>>>>>
>>>>>> Hi,
>>>>>>
>>>>>> I have installed SLA extention using perl -MCPAN -e 'install
>>>>>> RT::Extension::SLA;'
>>>>>> asked me for RT.pm path I have provided it.
>>>>>> And extension got installed I verified SLA version is 0.07
>>>>>> as document mentioned I need to run db upgrade only prior to 0.0.6 (i
>>>>>> ignored it)
>>>>>>
>>>>>>
>>>>>> now coming to Tools->Configuration->Custom Fields->Select I don't see
>>>>>> custom Fields SLA/or related to it.
>>>>>>
>>>>>>
>>>>>> and I really appreciate for help me
>>>>>>
>>>>>> Thanks
>>>>>> Arun
>>>>>>
>>>>>>
>>>>>> On Wed, May 22, 2013 at 4:58 PM, Ruslan Zakirov <
>>>>>> ruz at bestpractical.com> wrote:
>>>>>>
>>>>>>> If you don't see SLA custom field in RT (go to Tools ->
>>>>>>> Configuration -> Custom Fields -> Select) then you didn't follow
>>>>>>> installation instructions properly and just has config and code that is not
>>>>>>> executed as it's not registered in the DB.
>>>>>>>
>>>>>>>
>>>>>>> On Wed, May 22, 2013 at 3:26 PM, Arun ragini <arunragini at gmail.com>wrote:
>>>>>>>
>>>>>>>> I don't see SLA while creating tickets and I don't see them after
>>>>>>>> creating tickets.
>>>>>>>>
>>>>>>>> I'm kind of confused I hoping to find some tutorial on how to
>>>>>>>> configure SLA for RT
>>>>>>>>
>>>>>>>>
>>>>>>>> On Wed, May 22, 2013 at 4:33 PM, Ruslan Zakirov <
>>>>>>>> ruz at bestpractical.com> wrote:
>>>>>>>>
>>>>>>>>> You should use more accounts to test.
>>>>>>>>> Have you checked logs?
>>>>>>>>> Do you see SLA CF on tickets?
>>>>>>>>> Do you see SLA CF set on tickets?
>>>>>>>>>
>>>>>>>>>
>>>>>>>>> On Wed, May 22, 2013 at 2:45 PM, Arun ragini <arunragini at gmail.com
>>>>>>>>> > wrote:
>>>>>>>>>
>>>>>>>>>> yes I'm talking about SLA extension,
>>>>>>>>>>
>>>>>>>>>> I have gone through
>>>>>>>>>> https://github.com/bestpractical/rt-extension-sla/blob/master/README
>>>>>>>>>>
>>>>>>>>>> after I create ticket and and own the ticket I don't get to see
>>>>>>>>>> the Due date/time etc.
>>>>>>>>>>
>>>>>>>>>> My SLA config as  follows
>>>>>>>>>>
>>>>>>>>>> %RT::ServiceAgreements = (
>>>>>>>>>>         Default => '4h',
>>>>>>>>>>         QueueDefault => {
>>>>>>>>>>                 'General' => '4h',
>>>>>>>>>>                 'Clients' => '1d',
>>>>>>>>>>                 },
>>>>>>>>>>         Levels => {
>>>>>>>>>>                 '4h' => {
>>>>>>>>>>                         Resolve => { RealMinutes => 60*4 },
>>>>>>>>>>                         Response   => { RealMinutes => 60*1 },
>>>>>>>>>>                 },
>>>>>>>>>>
>>>>>>>>>>                 '2h'  => {
>>>>>>>>>>                         Response   => { RealMinutes => 60*2 },
>>>>>>>>>>                         Resolve => { RealMinutes => 60 },
>>>>>>>>>>                 },
>>>>>>>>>>                 '1d' => {
>>>>>>>>>>                         Response   => { RealMinutes => 60*1 },
>>>>>>>>>>                         Resolve => { RealMinutes => 60*24 },
>>>>>>>>>>                 },
>>>>>>>>>>
>>>>>>>>>>         },
>>>>>>>>>> );
>>>>>>>>>>
>>>>>>>>>>
>>>>>>>>>
>>>>>>>>>
>>>>>>>>> --
>>>>>>>>> Best regards, Ruslan.
>>>>>>>>>
>>>>>>>>
>>>>>>>>
>>>>>>>>
>>>>>>>> --
>>>>>>>> www.opensourcer.net
>>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>>
>>>>>>> --
>>>>>>> Best regards, Ruslan.
>>>>>>>
>>>>>>
>>>>>>
>>>>>>
>>>>>> --
>>>>>> www.opensourcer.net
>>>>>>
>>>>>
>>>>>
>>>>>
>>>>> --
>>>>> Best regards, Ruslan.
>>>>>
>>>>
>>>>
>>>>
>>>> --
>>>> www.opensourcer.net
>>>>
>>>
>>>
>>>
>>> --
>>> www.opensourcer.net
>>>
>>
>>
>>
>> --
>> Best regards, Ruslan.
>>
>
>
>
> --
> www.opensourcer.net
>



-- 
Best regards, Ruslan.
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