[rt-users] Need help with the plugin RT::Extension::SLA

Alexandre LEPREVOST al at efficientip.com
Tue Oct 1 11:14:34 EDT 2013


Ok Ruslan,

We are going to create group/user with no admin right and we'll try it
again. I hope It will be better.

You were very helpful. If we find something else, we'll contact you.

Many thank you for your help Ruslan !

Kind regards / Cordialement

*Alexandre Leprevost*
Project Engineer / Delivery Team


 4 rue de l´Abreuvoir
92 400 Courbevoie
France
al at efficientip.com
Tel : +33 (0)1 75 84 88 98
Fax : +33 (0)9 57 88 09 40
www.efficientip.com


2013/10/1 Ruslan Zakirov <ruz at bestpractical.com>

>
>
>
> On Tue, Oct 1, 2013 at 6:29 PM, Abdallah TABI <at at efficientip.com> wrote:
>
>> I've just created a new ticket at 4:24 PM on Tue with the user admin, and
>> in the field Due: I got Wed 10:24 AM which is the Resolve time not the
>> Response time of 15 min setted.
>>
>> So, for us at the start the Due time is not what is expected.
>>
>>
> I don't know how else to explain it. SLA extension uses lists of
> Requestors to decide who is who. If you create a ticket as Admin with Admin
> user as requestor (this part is VERY important) of the ticket then Admin is
> the one who requested the ticket and then Reply deadline will be set.
>
>
>
>> *Abdallah Tabi* Support Team - at at efficientip.com *4 rue de l´Abreuvoir
>> 92 400 Courbevoie
>> France
>> at at efficientip.com
>> Tel : +33 (0)1 75 84 88 98
>> Fax : +33 (0)9 57 88 09 40
>> www.efficientip.com*
>>
>>
>> 2013/10/1 Ruslan Zakirov <ruz at bestpractical.com>
>>
>>>
>>> On Tue, Oct 1, 2013 at 6:18 PM, Abdallah TABI <at at efficientip.com>wrote:
>>>
>>>> Good afternoon,
>>>>
>>>> Thank you for your really quick answer !
>>>>
>>>> Ok let me give you more information.
>>>>
>>>
>>> As I said, your testing setup is wrong. Ticket should have a requestor,
>>> in your case requestor is empty.
>>>
>>> Let me show you two cases:
>>>
>>> 1) Staff A creates a ticket with requestor B and says "we talked on the
>>> phone, here is info you requested..."
>>> 2) User B creates a ticket with himself as requestor and says "can I get
>>> some help"
>>>
>>> Do you see difference? What you're testing is closer to 1)
>>>
>>> To see how it works you need at least two users (with emails defined,
>>> this will make life easier) and either switch logins or use email
>>> integration.
>>>
>>> --
>>> Best regards, Ruslan.
>>>
>>
>>
>
>
> --
> Best regards, Ruslan.
>
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