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I beg for your help...<br><br><font size="3"><span style="font-style:italic"><font class="EC_Apple-style-span" face="Arial">Regards,</font></span></font><div><font face="Lucida Handwriting, Cursive" size="3"><span style="font-style:italic">Rithy</span></font><font size="5"><span style="font-style:italic"><br></span></font></div><br><br><br><br><hr id="stopSpelling">From: rithy4u_os@hotmail.com<br>To: rt-users@lists.bestpractical.com<br>Date: Tue, 7 Dec 2010 05:12:15 +0000<br>Subject: Re: [rt-users] RT 3.8.7 + SLA 0.03 + RTFM 2.4.2 - How to setup holidays in ServiceBusinessHours?<br><br>
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Please kindly help out...<br><br><font size="3"><span style="font-style:italic"><font class="ecxEC_Apple-style-span" face="Arial">Regards,</font></span></font><div><font face="Lucida Handwriting, Cursive" size="3"><span style="font-style:italic">Rithy</span></font><font size="5"><span style="font-style:italic"><br></span></font></div><br><br><br><br><hr id="ecxstopSpelling">From: rithy4u_os@hotmail.com<br>To: rt-users@lists.bestpractical.com<br>Date: Mon, 6 Dec 2010 06:37:44 +0000<br>Subject: [rt-users] RT 3.8.7 + SLA 0.03 + RTFM 2.4.2 - How to setup holidays in ServiceBusinessHours?<br><br>
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<div><font class="ecxApple-style-span" face="Arial" size="2">Dear RT Community:</font></div><div><font class="ecxApple-style-span" face="Arial" size="2"><br></font></div><div><font class="ecxApple-style-span" face="Arial" size="2">My SLA 3 and 4 never set the correct due date unless I mark #BusinessHours => 'work', in below configuration. After I did that, my SLA 3 and 4 work again without issue. They even calculate the due date based on my 'work' setting (0-6). But the problem now is, my holidays setting never apply to ticket. Can someone help to guide me thru on how to setup holidays in RT_SiteConfig.pm? Your advice will be much appreciated.</font></div><div><font class="ecxApple-style-span" face="Arial" size="2"><br></font></div><font class="ecxApple-style-span" face="Arial" size="2">+++++<br></font><div><font class="ecxApple-style-span" face="Arial" size="2">#Set Business Hours</font></div><div><font class="ecxApple-style-span" face="Arial" size="2">Set( %ServiceBusinessHours, </font></div><div><font class="ecxApple-style-span" face="Arial" size="2"><span class="ecxApple-tab-span" style="white-space:pre"> </span>'work' => {</font></div><div><font class="ecxApple-style-span" face="Arial" size="2"><span class="ecxApple-tab-span" style="white-space:pre"> </span>0 => {Name => 'Sunday',Start => 'undef', End => 'undef' },</font></div><div><font class="ecxApple-style-span" face="Arial" size="2"><span class="ecxApple-tab-span" style="white-space:pre"> </span>1 => {Name => 'Monday',Start => '07:30', End => '17:30' },</font></div><div><font class="ecxApple-style-span" face="Arial" size="2"><span class="ecxApple-tab-span" style="white-space:pre"> </span>2 => {Name => 'Tuesday',Start => '7:30', End => '17:30' },</font></div><div><font class="ecxApple-style-span" face="Arial" size="2"><span class="ecxApple-tab-span" style="white-space:pre"> </span>3 => {Name => 'Wednesday',Start => '7:30', End => '17:30' },</font></div><div><font class="ecxApple-style-span" face="Arial" size="2"><span class="ecxApple-tab-span" style="white-space:pre"> </span>4 => {Name => 'Thursday',Start => '7:30', End => '17:30' },</font></div><div><font class="ecxApple-style-span" face="Arial" size="2"><span class="ecxApple-tab-span" style="white-space:pre"> </span>5 => {Name => 'Friday',Start => '7:30', End => '17:30' },</font></div><div><font class="ecxApple-style-span" face="Arial" size="2"><span class="ecxApple-tab-span" style="white-space:pre"> </span>6 => {Name => 'Saturday',Start => 'undef', End => 'undef' },</font></div><div><font class="ecxApple-style-span" face="Arial" size="2"><span class="ecxApple-tab-span" style="white-space:pre"> </span>holidays => [qw(2011-01-01 2011-01-02 2011-01-03 2011-01-07 2011-02-18 2011-03-8 2011-04-14 2011-04-15 2011-04-16 2011-04-17 2011-04-18 2011-05-01 2011-05-02 2011-05-13 2011-05-14 2011-05-15 2011-05-16 2011-05-17 2011-05-21 2011-05-22 2011-05-23 2011-06-1 2011-06-18 2011-06-18 2011-06-19 2011-06-20 2011-09-24 2011-09-25 2011-09-26 2011-09-27 2011-09-28 2011-10-29 2011-10-30 2011-10-31 2011-11-09 2011-11-10 2011-11-11 2011-12-10 2011-12-11 2011-12-12)],</font></div><div><font class="ecxApple-style-span" face="Arial" size="2"><span class="ecxApple-tab-span" style="white-space:pre"> </span>},</font></div><div><font class="ecxApple-style-span" face="Arial" size="2">);</font></div><div><font class="ecxApple-style-span" face="Arial" size="2"><br></font></div><div><font class="ecxApple-style-span" face="Arial" size="2">#RT::Extension::SLA Config</font></div><div><font class="ecxApple-style-span" face="Arial" size="2">Set( %ServiceAgreements,</font></div><div><font class="ecxApple-style-span" face="Arial" size="2"> Default => 'sev4',</font></div><div><font class="ecxApple-style-span" face="Arial" size="2"> QueueDefault => {</font></div><div><font class="ecxApple-style-span" face="Arial" size="2"> 'General' => 'sev4',</font></div><div><font class="ecxApple-style-span" face="Arial" size="2"> },</font></div><div><font class="ecxApple-style-span" face="Arial" size="2"> Levels => {</font></div><div><font class="ecxApple-style-span" face="Arial" size="2"> 'sev1' => { </font></div><div><font class="ecxApple-style-span" face="Arial" size="2"><span class="ecxApple-tab-span" style="white-space:pre"> </span>StartImmediately => 1,</font></div><div><font class="ecxApple-style-span" face="Arial" size="2"><span class="ecxApple-tab-span" style="white-space:pre"> </span>Response => { RealMinutes => 60*0.5 },</font></div><div><font class="ecxApple-style-span" face="Arial" size="2"><span class="ecxApple-tab-span" style="white-space:pre"> </span>Resolve => { RealMinutes => 60*4 } },</font></div><div><font class="ecxApple-style-span" face="Arial" size="2"> 'sev2' => { </font></div><div><font class="ecxApple-style-span" face="Arial" size="2"><span class="ecxApple-tab-span" style="white-space:pre"> </span>StartImmediately => 1,</font></div><div><font class="ecxApple-style-span" face="Arial" size="2"><span class="ecxApple-tab-span" style="white-space:pre"> </span>Response => { RealMinutes => 60*0.5 },</font></div><div><font class="ecxApple-style-span" face="Arial" size="2"><span class="ecxApple-tab-span" style="white-space:pre"> </span>Resolve => { RealMinutes => 60*12 } },</font></div><div><font class="ecxApple-style-span" face="Arial" size="2"><span class="ecxApple-tab-span" style="white-space:pre"> </span> 'sev3' => { </font></div><div><font class="ecxApple-style-span" face="Arial" size="2"><span class="ecxApple-tab-span" style="white-space:pre"> </span>#BusinessHours => 'work',</font></div><div><font class="ecxApple-style-span" face="Arial" size="2"><span class="ecxApple-tab-span" style="white-space:pre"> </span>OutOfHours => { Resolve => { RealMinutes => +60*28 } },</font></div><div><font class="ecxApple-style-span" face="Arial" size="2"><span class="ecxApple-tab-span" style="white-space:pre"> </span>Response => { BusinessMinutes => 60*4 },</font></div><div><font class="ecxApple-style-span" face="Arial" size="2"><span class="ecxApple-tab-span" style="white-space:pre"> </span>Resolve => { BusinessMinutes => 60*28 } },</font></div><div><font class="ecxApple-style-span" face="Arial" size="2"><span class="ecxApple-tab-span" style="white-space:pre"> </span> 'sev4' => { </font></div><div><font class="ecxApple-style-span" face="Arial" size="2"><span class="ecxApple-tab-span" style="white-space:pre"> </span>#BusinessHours => 'work',</font></div><div><font class="ecxApple-style-span" face="Arial" size="2"><span class="ecxApple-tab-span" style="white-space:pre"> </span>OutOfHours => { Resolve => { RealMinutes => +60*52 } },</font></div><div><font class="ecxApple-style-span" face="Arial" size="2"><span class="ecxApple-tab-span" style="white-space:pre"> </span>Response => { BusinessMinutes => 60*8 },</font></div><div><font class="ecxApple-style-span" face="Arial" size="2"><span class="ecxApple-tab-span" style="white-space:pre"> </span>Resolve => { BusinessMinutes => 60*52 } },</font></div><div><font class="ecxApple-style-span" face="Arial" size="2"> },</font></div><div><font class="ecxApple-style-span" face="Arial" size="2"> );</font></div><div><font class="ecxApple-style-span" face="Arial" size="2">+++++</font></div><span style="font-style:italic"><font class="ecxEC_Apple-style-span" face="Arial" size="2">Regards,</font></span><div><font class="ecxApple-style-span" face="Arial" size="2"><span style="font-style:italic">Rithy</span><span style="font-style:italic"><br></span></font></div><br><br> </body>
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