Hi,<div><br></div><div>This would roughly be how the SLA plugin works:</div><div><span class="Apple-style-span" style="color: rgb(34, 34, 34); font-family: arial, sans-serif; font-size: 13px; background-color: rgba(255, 255, 255, 0.917969); "><ul>
<li style="margin-left: 15px; ">When a ticket is first created the SLA plugin makes sure that the Starts date is set to the first possible "Business" date (e.g. the next day on 8:30 in the morning).</li><li style="margin-left: 15px; ">
It then "if configured" sets the SLA to the default value of a queue.</li><ul><li style="margin-left: 15px; ">In our case, we have a scrip that sets the SLA value based on the combination of ticket type (Incident, Problem, Change) and ticket priority (1 to 4).<br>
</li></ul><li style="margin-left: 15px; ">When the SLA is set for a ticket it then sets the Due date based on the Starts date & takes the working hours/holidays into account.</li><li style="margin-left: 15px; ">In addition, on SLA change it sets the Due date accordingly (again based on the Starts date).</li>
</ul></span></div><div>More information on this page:</div><div><br></div><div><a href="http://search.cpan.org/dist/RT-Extension-SLA/lib/RT/Extension/SLA.pm.Doc">http://search.cpan.org/dist/RT-Extension-SLA/lib/RT/Extension/SLA.pm.Doc</a></div>
<div><br></div><div>To clarify the dates:</div><div><ul><li>Starts: first working day based on business hours</li><li>Started: when someone first replies.</li><li>Due: roughly the deadline, is set by the SLA plugin.</li><ul>
<li>In your case:</li><li>Response: Means it's set to Start + 2h. That's the first deadline, once someone responses the next will start.</li><li>Resolve: After a response the SLA plugin will set the due date based on this config, thus Start + 4h.</li>
</ul><li>Closed: is set when you close a ticket.</li></ul><div>Below our SLA config, might help a little when it comes to business hours:</div></div><div><br></div><div><div><font class="Apple-style-span" face="'courier new', monospace"># ---</font></div>
<div><font class="Apple-style-span" face="'courier new', monospace"># BusinessHours Settings</font></div><div><font class="Apple-style-span" face="'courier new', monospace"># ---</font></div><div><font class="Apple-style-span" face="'courier new', monospace"><br>
</font></div><div><font class="Apple-style-span" face="'courier new', monospace">Set( %ServiceBusinessHours, (</font></div><div><font class="Apple-style-span" face="'courier new', monospace"><span class="Apple-tab-span" style="white-space:pre"> </span>0 => { Name => 'zondag', Start => 'undef', End => 'undef' },</font></div>
<div><font class="Apple-style-span" face="'courier new', monospace"><span class="Apple-tab-span" style="white-space:pre"> </span>1 => { Name => 'maandag', Start => '08:30', End => '18:00' },</font></div>
<div><font class="Apple-style-span" face="'courier new', monospace"><span class="Apple-tab-span" style="white-space:pre"> </span>2 => { Name => 'dinsdag', Start => '08:30', End => '18:00' },</font></div>
<div><font class="Apple-style-span" face="'courier new', monospace"><span class="Apple-tab-span" style="white-space:pre"> </span>3 => { Name => 'woensdag', Start => '08:30', End => '18:00' },</font></div>
<div><font class="Apple-style-span" face="'courier new', monospace"><span class="Apple-tab-span" style="white-space:pre"> </span>4 => { Name => 'donderdag', Start => '08:30', End => '18:00' },</font></div>
<div><font class="Apple-style-span" face="'courier new', monospace"><span class="Apple-tab-span" style="white-space:pre"> </span>5 => { Name => 'vrijdag', Start => '08:30', End => '18:00' },</font></div>
<div><font class="Apple-style-span" face="'courier new', monospace"><span class="Apple-tab-span" style="white-space:pre"> </span>6 => { Name => 'zaterdag', Start => 'undef', End => 'undef' },</font></div>
<div><font class="Apple-style-span" face="'courier new', monospace"><span class="Apple-tab-span" style="white-space:pre"> </span># Non-service dagen: 2011 & 2012</font></div><div><font class="Apple-style-span" face="'courier new', monospace"><span class="Apple-tab-span" style="white-space:pre"> </span>holidays => [qw(2011-12-26 2012-04-09 2012-04-30 2012-05-17 2012-05-18 2012-05-28 2012-12-25 2012-12-26)],</font></div>
<div><font class="Apple-style-span" face="'courier new', monospace"><span class="Apple-tab-span" style="white-space:pre"> </span>)</font></div><div><font class="Apple-style-span" face="'courier new', monospace">);</font></div>
<div><font class="Apple-style-span" face="'courier new', monospace"><br></font></div><div><font class="Apple-style-span" face="'courier new', monospace"># ---</font></div><div><font class="Apple-style-span" face="'courier new', monospace"># SLA Settings</font></div>
<div><font class="Apple-style-span" face="'courier new', monospace"># ---</font></div><div><font class="Apple-style-span" face="'courier new', monospace"><br></font></div><div><font class="Apple-style-span" face="'courier new', monospace"># Maximum is 30 dagen!</font></div>
<div><font class="Apple-style-span" face="'courier new', monospace"># 480 uur gebruiken om geen Due date in te stellen.</font></div><div><font class="Apple-style-span" face="'courier new', monospace">Set( %ServiceAgreements, (</font></div>
<div><font class="Apple-style-span" face="'courier new', monospace"><span class="Apple-tab-span" style="white-space:pre"> </span>Levels => {</font></div><div><font class="Apple-style-span" face="'courier new', monospace"><span class="Apple-tab-span" style="white-space:pre"> </span>'4' => { Resolve => { BusinessMinutes => 60*4 }, },</font></div>
<div><font class="Apple-style-span" face="'courier new', monospace"><span class="Apple-tab-span" style="white-space:pre"> </span>'8' => { Resolve => { BusinessMinutes => 60*8 }, },</font></div><div>
<font class="Apple-style-span" face="'courier new', monospace"><span class="Apple-tab-span" style="white-space:pre"> </span>'24' => { Resolve => { BusinessMinutes => 60*24 }, },</font></div><div>
<font class="Apple-style-span" face="'courier new', monospace"><span class="Apple-tab-span" style="white-space:pre"> </span>'48' => { Resolve => { BusinessMinutes => 60*48 }, },</font></div><div>
<font class="Apple-style-span" face="'courier new', monospace"><span class="Apple-tab-span" style="white-space:pre"> </span>'480' => { Resolve => { BusinessMinutes => 60*480 }, },</font></div><div>
<font class="Apple-style-span" face="'courier new', monospace"><span class="Apple-tab-span" style="white-space:pre"> </span>},</font></div><div><font class="Apple-style-span" face="'courier new', monospace"><span class="Apple-tab-span" style="white-space:pre"> </span>)</font></div>
<div><font class="Apple-style-span" face="'courier new', monospace">);</font></div></div><div><br></div><div>Hopefully this helps understanding the SLA plugin.</div><div><br clear="all">-- Bart<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">
OK, it is working, but I could not understand <br><br>Created:Fri Nov 11 16:35:18 2011 -- this is ok<br>Starts:Fri Nov 11 16:35:18 2011 -- this should be set to Created+ 1hours response time<br>Started:Fri Nov 11 16:42:43 2011<br>
<a href="http://207.228.237.31/rt/Ticket/Display.html?id=8&Action=SetTold" style="color:rgb(0, 0, 0);text-decoration:none" target="_blank">Last Contact</a>:Not set<br>Due:Sat Nov 12 09:35:18 2011 -- this should be set to Created + 4 hours resolution time<br>
Closed:Not set<br>Updated:<a href="http://207.228.237.31/rt/Ticket/Display.html?id=8#lasttrans" style="color:rgb(0, 0, 0);text-decoration:none" target="_blank">Fri Nov 11 16:42:43 2011 by Enoch Root</a><br><br>Please correct me, I am doing something wrong or not understanding it a t all.<br>
<br><div class="gmail_quote">On Fri, Nov 11, 2011 at 4:33 PM, Ruslan Zakirov <span dir="ltr"><<a href="mailto:ruz@bestpractical.com" target="_blank">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">
<div>
<div>On Fri, Nov 11, 2011 at 2:56 PM, linuxsupport <<a href="mailto:lin.support@gmail.com" target="_blank">lin.support@gmail.com</a>> wrote:<br>
> 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<br>
> no SLA CF<br>
> (/usr/local/share/request-tracker4/plugins/RT-Extension-SLA/lib/RT/Action/SLA_SetDefault.pm:33<br>
<br>
</div></div>You didn't apply SLA custom field to queues. Goto admin UI and do it.<div><div><br>
<div><div></div><div><br>
<br>
><br>
><br>
> On Fri, Nov 11, 2011 at 4:16 PM, Ruslan Zakirov <<a href="mailto:ruz@bestpractical.com" target="_blank">ruz@bestpractical.com</a>><br>
> wrote:<br>
>><br>
>> Hi,<br>
>><br>
>> Have you enabled plugin in the config? What do you have in logs when<br>
>> you create a ticket?<br>
>><br>
>> On Fri, Nov 11, 2011 at 2:03 PM, linuxsupport <<a href="mailto:lin.support@gmail.com" target="_blank">lin.support@gmail.com</a>><br>
>> 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 =><br>
>> > '17:00' },<br>
>> > 2 => { Name => 'Tuesday', Start => '09:00', End =><br>
>> > '17:00'<br>
>> > },<br>
>> > 3 => { Name => 'Wednesday', Start => '09:00', End =><br>
>> > '17:00'<br>
>> > },<br>
>> > 4 => { Name => 'Thursday', Start => '09:00', End =><br>
>> > '17:00'<br>
>> > },<br>
>> > 5 => { Name => 'Friday', Start => '09:00', End =><br>
>> > '17:00' },<br>
>> > 6 => { Name => 'Saturday', Start => '09:00', End =><br>
>> > '13:00'<br>
>> > }<br>
>> > },<br>
>> > ));<br>
>> > On Fri, Nov 11, 2011 at 2:06 PM, Bart <<a href="mailto:bart@pleh.info" target="_blank">bart@pleh.info</a>> wrote:<br>
>> >><br>
>> >> I noticed that in your config you say that "4h" is the default, this<br>
>> >> 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" target="_blank">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<br>
>> >>> 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" target="_blank">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" target="_blank">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" target="_blank">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" target="_blank">bart@pleh.info</a>><br>
>> >>>>>>><br>
>> >>>>>>> You have to manually add the same values of your config to your<br>
>> >>>>>>> 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" target="_blank">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>
>> --<br>
>> Best regards, Ruslan.<br>
><br>
><br>
<br>
<br>
<br>
</div></div></div></div><span><font color="#888888"><font color="#888888">--<br>
Best regards, Ruslan.<br>
</font></font></span></blockquote></div><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></blockquote></div><br></div>