Hi Ruslan,<br><br>> Do I understand it right that you want to set resolve deadline<br>
> manually and keep reply deadline from the config? The only thing that<br>
> I have in mind and want to implement some day is "manual resolve<br>> deadline". When a person sets due date on a ticket manually then this<br>> date used as resolve deadline and extension changes due dates<br>
> according to the current doc.<br>
> <br>
> Hope that description is clear enough. Is it close to your<br>
> requirements? I can not say that it will be in the next version or any<br>
> time soon, dates guaranted only if it's sponsored work. Patches are<br>
> always welcome at no charge.<br><br>That sounds about right, basically I would think it could be as simple as an if-then check... something along the lines of, if SLA hasn't changed, then don't run the SLA date change... else run the sla date change. I may even attempt to hack it out. <br>
<br>Yay, sandbox time.<br><br>> Sounds reasonable, but not sure how make this transparent and trigger<br>
> "re-open" event. Too many variants for different workflows. It may be<br>> possbile to adjust scrips and come up with required setup even with<br>> the current version, but I'm not sure.<br><br>Could just add it as a config flag, time stalls when stalled... when a ticket is coresponded to the ticket automagically changes state from stalled to open, really could just be a scrip action based on the change of state from stalled to opened.<br>
<br>if the above was implimented, with a manual due date override, the latter would be fairly easy, just some simple time changes and math.<br><br>Thanks,<br>Bill Graboyes <br><br><div class="gmail_quote">On Mon, Jul 6, 2009 at 1:52 PM, Ruslan Zakirov <span dir="ltr"><<a href="mailto:ruslan.zakirov@gmail.com">ruslan.zakirov@gmail.com</a>></span> wrote:<br>
<blockquote class="gmail_quote" style="border-left: 1px solid rgb(204, 204, 204); margin: 0pt 0pt 0pt 0.8ex; padding-left: 1ex;">On Mon, Jul 6, 2009 at 10:30 PM, William<br>
<div class="im">Graboyes<<a href="mailto:william.graboyes@theportalgrp.com">william.graboyes@theportalgrp.com</a>> wrote:<br>
</div><div class="im">> Hi Ruslan,<br>
><br>
>> What are you trying to achive?<br>
><br>
> We have some SLA Categories that the due dates are "as mutually agreed upon"<br>
> Thus they are sending a due date along with the ticket.<br>
><br>
>> How is extension is configured?Set( %ServiceBusinessHours, (<br>
<br>
</div>[snip]<br>
<div class="im"><br>
> );<br>
>> I want to know more about use case to understand if it's possible to<br>
>> improve this extension.<br>
><br>
> The use case is as explained more or less above, where the due date is<br>
> determined either via the logging and classification of the ticket, or via<br>
> contact with the requester. Most of the service levels that we have do have<br>
> very hard due dates, just a couple of categories have soft due dates.<br>
> Sometimes the due dates need to move, even in the categories that have hard<br>
> SLA due dates, simply because of incomplete information from the requester.<br>
<br>
<br>
</div>Do I understand it right that you want to set resolve deadline<br>
manually and keep reply deadline from the config? The only thing that<br>
I have in mind and want to implement some day is "manual resolve<br>
deadline". When a person sets due date on a ticket manually then this<br>
date used as resolve deadline and extension changes due dates<br>
according to the current doc.<br>
<br>
Hope that description is clear enough. Is it close to your<br>
requirements? I can not say that it will be in the next version or any<br>
time soon, dates guaranted only if it's sponsored work. Patches are<br>
always welcome at no charge.<br>
<div class="im"><br>
> While we are on the topic of improvements.<br>
><br>
> I would also like to see the due date shift the amount of time that the<br>
> ticket was stalled upon re-open. For our organization we use the stalled<br>
> status to indicate that the "ball is out of our court" in other words we are<br>
> waiting for input from some other source.<br>
<br>
</div>Sounds reasonable, but not sure how make this transparent and trigger<br>
"re-open" event. Too many variants for different workflows. It may be<br>
possbile to adjust scrips and come up with required setup even with<br>
the current version, but I'm not sure.<br>
<div><div></div><div class="h5"><br>
<br>
><br>
> Thanks,<br>
><br>
> Bill Graboyes<br>
><br>
> On Mon, Jul 6, 2009 at 10:47 AM, Ruslan Zakirov <<a href="mailto:ruslan.zakirov@gmail.com">ruslan.zakirov@gmail.com</a>><br>
> wrote:<br>
>><br>
>> Nope, cuz SLA extension is used to automate due date management. What<br>
>> are you trying to achive? How is extension is configured? I want to<br>
>> know more about use case to understand if it's possible to improve<br>
>> this extension.<br>
>><br>
>> On Mon, Jul 6, 2009 at 9:12 PM, William<br>
>> Graboyes<<a href="mailto:william.graboyes@theportalgrp.com">william.graboyes@theportalgrp.com</a>> wrote:<br>
>> > Hi all,<br>
>> ><br>
>> > I am having a problem with the SLA module.<br>
>> ><br>
>> > Any time we change a due date, The SLA module changes it back to the<br>
>> > prescribed due date in the config file.<br>
>> ><br>
>> > Is there any way to change this behavior?<br>
>> ><br>
>> > RT Version: 3.8.4<br>
>> ><br>
>> > --<br>
>> > Bill Graboyes<br>
>> > On Assignment At:<br>
>> > Toyota Motor Sales, USA, Inc.<br>
>> > Consumer Portal Delivery<br>
>> > Office: (310) 468-6754<br>
>> > Cell: (714) 515-8312<br>
>> ><br>
>> > _______________________________________________<br>
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>> ><br>
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>> ><br>
>> ><br>
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>> ><br>
>><br>
>><br>
>><br>
>> --<br>
>> Best regards, Ruslan.<br>
><br>
><br>
><br>
> --<br>
> Bill Graboyes<br>
> On Assignment At:<br>
> Toyota Motor Sales, USA, Inc.<br>
> Consumer Portal Delivery<br>
> Office: (310) 468-6754<br>
> Cell: (714) 515-8312<br>
><br>
<br>
<br>
<br>
</div></div><font color="#888888">--<br>
Best regards, Ruslan.<br>
</font></blockquote></div><br><br clear="all"><br>-- <br>Bill Graboyes<br>On Assignment At: <br>Toyota Motor Sales, USA, Inc.<br>Consumer Portal Delivery<br>Office: (310) 468-6754<br>Cell: (714) 515-8312<br>