Yes, it is enabled<br><br>Set( @Plugins, qw( RT::Extension::SLA) );<br><br>In the log it says.<br><br>[Fri Nov 11 10:55:12 2011] [warning]: SLA scrip applied to a queue that has no SLA CF (/usr/local/share/request-tracker4/plugins/RT-Extension-SLA/lib/RT/Action/SLA_SetDefault.pm:33<br>
<br><br><div class="gmail_quote">On Fri, Nov 11, 2011 at 4:16 PM, Ruslan Zakirov <span dir="ltr"><<a href="mailto:ruz@bestpractical.com">ruz@bestpractical.com</a>></span> wrote:<br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex;">
Hi,<br>
<br>
Have you enabled plugin in the config? What do you have in logs when<br>
you create a ticket?<br>
<div><div></div><div class="h5"><br>
On Fri, Nov 11, 2011 at 2:03 PM, linuxsupport <<a href="mailto:lin.support@gmail.com">lin.support@gmail.com</a>> wrote:<br>
> 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>
> },<br>
> 3 => { Name => 'Wednesday', Start => '09:00', End => '17:00'<br>
> },<br>
> 4 => { Name => 'Thursday', Start => '09:00', End => '17:00'<br>
> },<br>
> 5 => { Name => 'Friday', Start => '09:00', End => '17:00' },<br>
> 6 => { Name => 'Saturday', Start => '09:00', End => '13:00'<br>
> }<br>
> },<br>
> ));<br>
> On Fri, Nov 11, 2011 at 2:06 PM, Bart <<a href="mailto:bart@pleh.info">bart@pleh.info</a>> wrote:<br>
>><br>
>> I noticed that in your config you say that "4h" is the default, this SLA<br>
>> however doesn't exist. Try replacing that with 24 and see what happens.<br>
>> -- Bart<br>
>><br>
>><br>
>> 2011/11/11 linuxsupport <<a href="mailto:lin.support@gmail.com">lin.support@gmail.com</a>><br>
>>><br>
>>> 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?<br>
>>><br>
>>> On Thu, Nov 10, 2011 at 6:38 PM, Bart <<a href="mailto:bart@pleh.info">bart@pleh.info</a>> wrote:<br>
>>>><br>
>>>> Only the "Name" field is needed.<br>
>>>> -- Bart<br>
>>>><br>
>>>><br>
>>>> 2011/11/10 linuxsupport <<a href="mailto:lin.support@gmail.com">lin.support@gmail.com</a>><br>
>>>>><br>
>>>>> 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?<br>
>>>>><br>
>>>>> On Thu, Nov 10, 2011 at 4:06 PM, Bart <<a href="mailto:bart@pleh.info">bart@pleh.info</a>> wrote:<br>
>>>>>><br>
>>>>>> Sorry, forgot to mention that in your case that's value "24" since<br>
>>>>>> you've only defined one entry.<br>
>>>>>> -- Bart<br>
>>>>>><br>
>>>>>><br>
>>>>>> 2011/11/10 Bart <<a href="mailto:bart@pleh.info">bart@pleh.info</a>><br>
>>>>>>><br>
>>>>>>> You have to manually add the same values of your config to your SLA<br>
>>>>>>> Custom Field. From there it should work as intended.<br>
>>>>>>> -- Bart<br>
>>>>>>><br>
>>>>>>><br>
>>>>>>> 2011/11/10 linuxsupport <<a href="mailto:lin.support@gmail.com">lin.support@gmail.com</a>><br>
>>>>>>>><br>
>>>>>>>> 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<br>
>>>>>>>> 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>
>>>>>>>><br>
>>>>>>>> --------<br>
>>>>>>>> RT Training Sessions<br>
>>>>>>>> (<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>
>>>>>>><br>
>>>>>><br>
>>>>><br>
>>>><br>
>>><br>
>><br>
><br>
><br>
> --------<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>
><br>
<br>
<br>
<br>
</div></div><font color="#888888">--<br>
Best regards, Ruslan.<br>
</font></blockquote></div><br>