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<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>Hi <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>We are running 3.8.2 with <st1:place w:st="on">SLA</st1:place>
version 2 <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>I have added the RT::SLA and configured it in the
RT_Siteconfig<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>I have create a custom field which applies the <st1:place
w:st="on">SLA</st1:place> to Tickets and enabled it in the Global for Tickets,<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>My config looks like this <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'># <st1:place w:st="on">SLA</st1:place> config<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>Set( %RT::ServiceBusinessHours, ( <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>0 => { Name => 'Sunday',Start => 'undef', End =>
'undef' }, <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>1 => { Name => 'Monday', Start => '09:00', End
=> '17:00' }, <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>2 => { Name => 'Tuesday', Start => '09:00', End
=> '17:00' }, <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>3 => { Name => 'Wednesday', Start => '09:00', End
=> '17:00' }, <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>4 => { Name => 'Thursday', Start => '09:00', End
=> '17:00' }, <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>5 => { Name => 'Friday', Start => '09:00', End
=> '17:00' }, <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>6 => { Name => 'Saturday', Start => 'undef', End
=> 'undef' }, <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>holidays => [qw(2009-02-16 2009-03-23 2009-03-24
2009-05-04 2009-12-28 2009-12-29)], <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>)); <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>Set( %RT::ServiceAgreements, ( <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>Default => 'Info', <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>QueueDefault => {<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'> 'General' =>
'Critical',<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'> },<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'> Levels => { <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>
'Critical' => { Response => { BusinessMinutes => 10 } }, <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>
'Major' => { Response => { BusinessMinutes => 60*8*20 } }, <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>
'Minor' => { Response=> { BusinessMinutes => 60*8*30 } }, <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'> 'Info'
=> { Repsonse=> { BusinessMinutes => 60*8*30 } },<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>
'24/7' => {<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>
StartImediately => 1,<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>
Response => { RealMinutes => 30 },<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>
},<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>
}, <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'> ) <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>);<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>My Customer filed currently looks like this <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<h2><b><font size=5 face="Times New Roman"><span style='font-size:18.0pt'>Values<o:p></o:p></span></font></b></h2>
<table class=MsoNormalTable border=0 cellpadding=0>
<tr>
<td style='padding:.75pt .75pt .75pt .75pt'>
<p class=MsoNormal align=center style='text-align:center'><b><font size=3
face="Times New Roman"><span style='font-size:12.0pt;font-weight:bold'> <o:p></o:p></span></font></b></p>
</td>
<td style='padding:.75pt .75pt .75pt .75pt'>
<p class=MsoNormal align=center style='text-align:center'><b><font size=3
face="Times New Roman"><span style='font-size:12.0pt;font-weight:bold'>Sort<o:p></o:p></span></font></b></p>
</td>
<td style='padding:.75pt .75pt .75pt .75pt'>
<p class=MsoNormal align=center style='text-align:center'><b><font size=3
face="Times New Roman"><span style='font-size:12.0pt;font-weight:bold'>Name<o:p></o:p></span></font></b></p>
</td>
<td style='padding:.75pt .75pt .75pt .75pt'>
<p class=MsoNormal align=center style='text-align:center'><b><font size=3
face="Times New Roman"><span style='font-size:12.0pt;font-weight:bold'>Description<o:p></o:p></span></font></b></p>
</td>
<td style='padding:.75pt .75pt .75pt .75pt'>
<p class=MsoNormal align=center style='text-align:center'><b><font size=3
face="Times New Roman"><span style='font-size:12.0pt;font-weight:bold'>Category<o:p></o:p></span></font></b></p>
</td>
</tr>
<tr>
<td style='padding:.75pt .75pt .75pt .75pt'>
<p class=MsoNormal><font size=3 face="Times New Roman"><span
style='font-size:12.0pt'><INPUT TYPE="checkbox" NAME="Delete-CustomField-1-Value-5"><o:p></o:p></span></font></p>
</td>
<td style='padding:.75pt .75pt .75pt .75pt'>
<p class=MsoNormal><font size=3 face="Times New Roman"><span
style='font-size:12.0pt'><INPUT TYPE="text" SIZE="3" NAME="CustomField-1-Value-5-SortOrder" VALUE="0"><o:p></o:p></span></font></p>
</td>
<td style='padding:.75pt .75pt .75pt .75pt'>
<p class=MsoNormal><font size=3 face="Times New Roman"><span
style='font-size:12.0pt'><INPUT TYPE="text" SIZE="25" NAME="CustomField-1-Value-5-Name" VALUE="Critical "><o:p></o:p></span></font></p>
</td>
<td style='padding:.75pt .75pt .75pt .75pt'>
<p class=MsoNormal><font size=3 face="Times New Roman"><span
style='font-size:12.0pt'><INPUT TYPE="text" SIZE="45" NAME="CustomField-1-Value-5-Description" VALUE="Its very broken"><o:p></o:p></span></font></p>
</td>
<td style='padding:.75pt .75pt .75pt .75pt'>
<p class=MsoNormal><font size=3 face="Times New Roman"><span
style='font-size:12.0pt'><INPUT TYPE="text" SIZE="10" NAME="CustomField-1-Value-5-Category"><o:p></o:p></span></font></p>
</td>
</tr>
</table>
<p class=MsoNormal><i><font size=3 face="Times New Roman"><span
style='font-size:12.0pt;font-style:italic'>(Check box to delete)</span></font></i><o:p></o:p></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>When I create a ticket neither time nor date is set as would
be expected <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>In /var/log/messages I see <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>Apr 24 10:29:44 petul RT: <st1:place w:st="on">SLA</st1:place>
scrip applied to a queue that has no SLA CF
(/opt/rt3/bin/../local/lib/RT/Action/SLA_SetDefault.pm:33) <o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>Apr 24 10:29:44 petul RT: Ticket 2 created in queue
'General' by root (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:659)<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>I have no clue as to what I have missed, do I have to create
templates or should it work out of the box, does anyone have sample templates /
scrips etc for <st1:place w:st="on">SLA</st1:place> I can crib from.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>Any help would be much appreciated as I need to get this
working ASAP.<o:p></o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'><o:p> </o:p></span></font></p>
<p class=MsoNormal><font size=2 face=Arial><span style='font-size:10.0pt;
font-family:Arial'>Best regards Simon<o:p></o:p></span></font></p>
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