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

[Ruslan Zakirov]

Hi,

I don't understand what you see and what you don't see. May be screenshot
of history of a test ticket would be more helpful.

How do you test? If you test everything using one login then you will fail
to see any good results.



On Mon, Sep 30, 2013 at 5:32 PM, Alexandre LEPREVOST <al at efficientip.com>wrote:

> Hello,
>
> I’m working in software publisher and we need a tool to handle tickets. We
> are studiying some tools and RT seems to be the right one but, I’ve trouble
> with the plugin "RT::Extension::SLA". I’ve followed the tutorial (thanks to
> Ruslan – nice job).
>
> My RT version : RT 4.0.17
>
> What I want to do seems to be simple:
>
> When a ticket is open - we have a Response time (15 min for e.g.). After a
> Response, I'm expecting to switch on Resolve time (4 hours for e.g.).
>
>
> *Here a full example (following the configuration file below):*
>
> Open a ticket with the queue 'support' and select the level 'Priority 1',
> I would like to see in Due field : 15 minutes to answer. After this action,
> I would like to see 4 hours to resolve. But unfortunately It doesn't work.
> Either I see the right Response status but I never see the Resolve status
> after an answer or I see the Response time directly.
>
> Set(@Plugins,(qw(RT::Extension::SLA)));
>
> %RT::ServiceAgreements =
> (
>     Default => 'Priority 1',
>     QueueDefault =>
>     {
>         'General' => 'HachIT',
>         'support' => 'Priority 1',
>     },
>     Levels =>
>     {
>         'HachIT' =>     {
>             BusinessHours => 'US1',
>             Response => { BusinessMinutes => 15 },
>             Resolve  => { BusinessMinutes => 60*4 },
>         },
>         'Priority 1' =>         {
>             BusinessHours => 'Europe1',
>             Response => { BusinessMinutes => 15 },
>             Resolve  => { BusinessMinutes => 60*4 },
>         },
>         'Priority 2' => {
>             BusinessHours => 'Europe1',
>             Response => { BusinessMinutes => 30 },
>             Resolve  => { BusinessMinutes => 60*8*4 },
>         },
>         'Priority 3' => {
>             BusinessHours => 'Europe1',
>             Response => { BusinessMinutes => 45 },
>             Resolve  => { BusinessMinutes => 60*8*20 },
>         },
>     },
> );
>
> %RT::ServiceBusinessHours =
> (
>     'US1' =>
>     {
>         0 => { Name => 'Sunday', Start => undef, End => undef },
>         1 => { Name => 'Monday', Start => '15:00', End => '23:59' },
>         2 => { Name => 'Tuesday', Start => '15:00', End => '23:59' },
>         3 => { Name => 'Wednesday', Start => '15:00', End => '23:59' },
>         4 => { Name => 'Thursday', Start => '15:00', End => '23:59' },
>         5 => { Name => 'Friday', Start => '15:00', End => '23:59' },
>         6 => { Name => 'Saturday', Start => undef, End => undef},
>     },
>     'Europe1' =>
>     {
>         0 => { Name => 'Sunday', Start => undef, End => undef },
>         1 => { Name => 'Monday', Start => '07:00', End => '17:00' },
>         2 => { Name => 'Tuesday', Start => '07:00', End => '17:00' },
>         3 => { Name => 'Wednesday', Start => '07:00', End => '17:00' },
>         4 => { Name => 'Thursday', Start => '07:00', End => '17:00' },
>         5 => { Name => 'Friday', Start => '07:00', End => '17:00' },
>         6 => { Name => 'Saturday', Start => undef, End => undef},
>     },
> );
>
> Am I wrong ? Did I miss something ? We are 3 peoples here and nobody
> understand this behavior. I hope you will be available to help me. I'm
> available as much as possible If you need my time.
>
> Best regards
>
> Alexandre
> 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
>



-- 
Best regards, Ruslan.
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