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Hi Kevin,<div style="text-indent: 0px !important; "><br style="text-indent: 0px !important; "></div><div style="text-indent: 0px !important; ">Let me try to explain the case. I installed RT 3.8.7 and SLA Extension 0.03. I have configured my RT_SiteConfig.pm as below:</div><div style="text-indent: 0px !important; "><br style="text-indent: 0px !important; "></div><div style="text-indent: 0px !important; ">+++++</div><div style="text-indent: 0px !important; ">#other settings</div><div style="text-indent: 0px !important; "><br style="text-indent: 0px !important; "></div><div style="text-indent: 0px !important; ">#SLA config</div><div style="text-indent: 0px !important; ">Set(@Plugins, qw(RT::Extension::SLA));</div><div style="text-indent: 0px !important; "><br style="text-indent: 0px !important; "></div><div style="text-indent: 0px !important; ">#other settings</div><div style="text-indent: 0px !important; ">+++++</div><div style="text-indent: 0px !important; "><br style="text-indent: 0px !important; "></div><div style="text-indent: 0px !important; ">then I installed RTFM 2.4.1 but since I cannot new article with some error, I upgraded it to RTFM 2.4.2.</div><div style="text-indent: 0px !important; ">After researching for some best practice I found a good setting and I apply it to my RT_SiteConfig.pm as below:</div><div style="text-indent: 0px !important; "><br style="text-indent: 0px !important; "></div><div style="text-indent: 0px !important; "><div style="text-indent: 0px !important; ">+++++</div><div style="text-indent: 0px !important; ">#other settings</div><div style="text-indent: 0px !important; "><br style="text-indent: 0px !important; "></div><div style="text-indent: 0px !important; ">#SLA config</div><div style="text-indent: 0px !important; ">Set(@Plugins, qw(RT::Extension::SLA RT::FM));</div><div style="text-indent: 0px !important; "><br style="text-indent: 0px !important; "></div><div style="text-indent: 0px !important; ">#other settings</div><div style="text-indent: 0px !important; ">+++++</div><div style="text-indent: 0px !important; ">After I applied the setting, restart apache I found RTFM menu in RT 3.8.7 web interface (I logged in as root). I can create article at this time. The problem is, when create new ticket, my SLA extension assigned correct sla level I set up but it never change due date/time like before. What are missing here? Can you advise your configuration that made these two extensions work together? I do appreciate your advice and wish all the best.</div><br style="text-indent: 0px !important; "><font size="3" style="text-indent: 0px !important; "><span style="text-indent: 0px !important; font-style: italic; "><font class="EC_Apple-style-span" face="Arial" style="text-indent: 0px !important; ">Regards,</font></span></font><div style="text-indent: 0px !important; "><font face="Lucida Handwriting, Cursive" size="3" style="text-indent: 0px !important; "><span style="text-indent: 0px !important; font-style: italic; ">Rithy</span></font><font size="5" style="text-indent: 0px !important; "><span style="text-indent: 0px !important; font-style: italic; "><br style="text-indent: 0px !important; "></span></font></div><br style="text-indent: 0px !important; "><br style="text-indent: 0px !important; "><br style="text-indent: 0px !important; "><br style="text-indent: 0px !important; "><div id="SkyDrivePlaceholder" style="text-indent: 0px !important; "></div>> Date: Tue, 16 Nov 2010 10:02:56 -0500<br style="text-indent: 0px !important; ">> From: falcone@bestpractical.com<br style="text-indent: 0px !important; ">> To: rt-users@lists.bestpractical.com<br style="text-indent: 0px !important; ">> Subject: Re: [rt-users] RT 3.8.7 - Need urgent help to configure RT::FM<br style="text-indent: 0px !important; ">> <br style="text-indent: 0px !important; ">> On Tue, Nov 16, 2010 at 01:57:52PM +0000, Rithy R wrote:<br style="text-indent: 0px !important; ">> > Please ... any one can help me...<br style="text-indent: 0px !important; ">> <br style="text-indent: 0px !important; ">> As mentioned in the bug report you filed, it is hard to help without<br style="text-indent: 0px !important; ">> knowing more about your actual config (preferably from Configuration<br style="text-indent: 0px !important; ">> -> Tools -> System COnfiguration) and what you mean by 'the sla<br style="text-indent: 0px !important; ">> extension stopped working'<br style="text-indent: 0px !important; ">> <br style="text-indent: 0px !important; ">> I've run RTFM and SLA together without issue<br style="text-indent: 0px !important; ">> <br style="text-indent: 0px !important; ">> -kevin<br style="text-indent: 0px !important; ">> <br style="text-indent: 0px !important; ">> > <br style="text-indent: 0px !important; ">> > ----------------------------------------------------------------------------------------------<br style="text-indent: 0px !important; ">> > <br style="text-indent: 0px !important; ">> > From: rithy4u_os@hotmail.com<br style="text-indent: 0px !important; ">> > To: rt-users@lists.bestpractical.com<br style="text-indent: 0px !important; ">> > Date: Mon, 15 Nov 2010 09:16:08 +0000<br style="text-indent: 0px !important; ">> > Subject: [rt-users] RT 3.8.7 - How to configure RT::FM along with RT::Extension::SLA?<br style="text-indent: 0px !important; ">> > <br style="text-indent: 0px !important; ">> > Dear RT Community,<br style="text-indent: 0px !important; ">> > My RT was working with with below config:<br style="text-indent: 0px !important; ">> > Set(@Plugins, qw(<br style="text-indent: 0px !important; ">> > RT::Extension::SLA<br style="text-indent: 0px !important; ">> > ));<br style="text-indent: 0px !important; ">> > After setup RTFM 2.4.2 my config look like this:<br style="text-indent: 0px !important; ">> > Set(@Plugins, qw(<br style="text-indent: 0px !important; ">> > RT::Extension::SLA<br style="text-indent: 0px !important; ">> > RT::FM<br style="text-indent: 0px !important; ">> > ));<br style="text-indent: 0px !important; ">> > Once I restart apache, I found RTFM link in my RT home page but when new ticket is created, my<br style="text-indent: 0px !important; ">> > SLA extension stop working and it is no longer change the due date based on SLA setup.<br style="text-indent: 0px !important; ">> > Please kindly help to advise.<br style="text-indent: 0px !important; ">> > Regards,<br style="text-indent: 0px !important; ">> > Rithy</div> </body>
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