I have modified the config as below. still not working<br><br>Set(%ServiceAgreements, (<br> Default => 'GA',<br> QueueDefault => {<br> 'General' => 'GA',<br> 'Support' => 'GA',<br>
'Sales' => 'GA',<br> 'Incident' => 'SA',<br> },<br> Levels => {<br> 'SA' => {<br> StartImmediately => 1,<br>
Response => { RealMinutes => 60*1*2 },<br> Resolve => { RealMinutes => 60*4 },<br> },<br> 'GA' => {<br> BusinessHours => 'ga_hours',<br>
Response => { BusinessMinutes => 60*1 },<br> Resolve => { BusinessMinutes => 60*4 },<br> },<br> },<br>));<br><br><br>Set(%ServiceBusinessHours, (<br>
'ga_hours' => {<br> 0 => { Name => 'Sunday', Start => undef, End => undef },<br> 1 => { Name => 'Monday', Start => '09:00', End => '17:00' },<br>
2 => { Name => 'Tuesday', Start => '09:00', End => '17:00' },<br> 3 => { Name => 'Wednesday', Start => '09:00', End => '17:00' },<br>
4 => { Name => 'Thursday', Start => '09:00', End => '17:00' },<br> 5 => { Name => 'Friday', Start => '09:00', End => '17:00' },<br>
6 => { Name => 'Saturday', Start => '09:00', End => '13:00' }<br> },<br>));<br><div class="gmail_quote">On Fri, Nov 11, 2011 at 2:06 PM, Bart <span dir="ltr"><<a href="mailto:bart@pleh.info">bart@pleh.info</a>></span> wrote:<br>
<blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex;">I noticed that in your config you say that "4h" is the default, this SLA however doesn't exist. Try replacing that with 24 and see what happens.<div>
<br clear="all"><font color="#888888">-- Bart</font><div><div></div><div class="h5"><br>
<br><br><div class="gmail_quote">2011/11/11 linuxsupport <span dir="ltr"><<a href="mailto:lin.support@gmail.com" target="_blank">lin.support@gmail.com</a>></span><br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">
Hi,<br><br>I did it and then created a ticket but I can not see it applying the SLA.<br>What else should I check?<div><div><br><br><div class="gmail_quote">On Thu, Nov 10, 2011 at 6:38 PM, Bart <span dir="ltr"><<a href="mailto:bart@pleh.info" target="_blank">bart@pleh.info</a>></span> wrote:<br>
<blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">Only the "Name" field is needed.<div><div></div><div><div><br clear="all">-- Bart<br>
<br><br><div class="gmail_quote">2011/11/10 linuxsupport <span dir="ltr"><<a href="mailto:lin.support@gmail.com" target="_blank">lin.support@gmail.com</a>></span><br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">
Thanks Bart, but there are 4 fields in that custom field.<br><br>Sort , Name, Description, Category<br><br>Where should that 24 go? in Sort or Name?<div><div><br><br><div class="gmail_quote">On Thu, Nov 10, 2011 at 4:06 PM, Bart <span dir="ltr"><<a href="mailto:bart@pleh.info" target="_blank">bart@pleh.info</a>></span> wrote:<br>
<blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">Sorry, forgot to mention that in your case that's value "24" since you've only defined one entry.<div>
<br clear="all"><font color="#888888">-- Bart</font><div><div></div><div><br>
<br><br><div class="gmail_quote">2011/11/10 Bart <span dir="ltr"><<a href="mailto:bart@pleh.info" target="_blank">bart@pleh.info</a>></span><br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">
You have to manually add the same values of your config to your SLA Custom Field. From there it should work as intended.<div><br clear="all">-- Bart<br>
<br><br><div class="gmail_quote">2011/11/10 linuxsupport <span dir="ltr"><<a href="mailto:lin.support@gmail.com" target="_blank">lin.support@gmail.com</a>></span><br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">
<div><div></div><div>
Hi,<br><br>I have just installed RT, along with plugin RT::Extension::SLA<br><br>Following is the configuration I have placed in RT_SiteConfig.pm<br><br>Set(%ServiceAgreements, (<br> Default => '4h',<br>
QueueDefault => {<br>
'General' => '24',<br> },<br> Levels => {<br> '24' => {<br> StartImmediately => 1,<br> Response => { RealMinutes => 60*1 },<br>
Resolve => { RealMinutes => 60*4 },<br> },<br> },<br>));<br><br>But I can not see any SLA while creating new ticket, it shows me blank box<br><br>Can someone correct me please?<br>
<br>OS: Debain Squeeze<br>RT -- request-tracker4 4.0.2-1~bpo60+1<br><br>Thanks<br><br><span style="color:rgb(0, 0, 0);font-family:arial, sans-serif;font-style:normal;font-variant:normal;font-weight:normal;letter-spacing:normal;line-height:normal;text-align:-webkit-auto;text-indent:0px;text-transform:none;white-space:normal;word-spacing:0px;background-color:rgb(255, 255, 255);font-size:medium;display:inline !important;float:none"><span></span></span>
<br></div></div>--------<br>
RT Training Sessions (<a href="http://bestpractical.com/services/training.html" target="_blank">http://bestpractical.com/services/training.html</a>)<br>
* Barcelona, Spain — November 28 & 29, 2011<br></blockquote></div><br></div>
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