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<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">Have a look at my customization for parking stalled tickets (actually it works for SLA 0.05)</span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"> </span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"><a href="http://www.gossamer-threads.com/lists/rt/users/110572">http://www.gossamer-threads.com/lists/rt/users/110572</a></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"> </span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D">If you make any improvements, please share them
</span><span lang="EN-US" style="font-family:Wingdings; color:#1F497D">J</span><span lang="EN-US" style="color:#1F497D"></span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"> </span></p>
<p class="MsoNormal"><span lang="EN-US" style="color:#1F497D"> </span></p>
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<p style="font-family:Calibri,Sans-Serif; font-size:10pt"><span style="color:#000000; font-weight:bold">Alberto Scotto</span>
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<p class="MsoNormal" style="margin-left:35.4pt"><b><span lang="EN-US" style="font-size:10.0pt; font-family:"Tahoma","sans-serif"">From:</span></b><span lang="EN-US" style="font-size:10.0pt; font-family:"Tahoma","sans-serif""> rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] <b>On Behalf Of </b>Dave Fitches<br>
<b>Sent:</b> venerd́ 24 agosto 2012 06:40<br>
<b>To:</b> rt-users@lists.bestpractical.com<br>
<b>Subject:</b> [rt-users] [SLA Extension] Can I 'parked' stalled tickets?</span></p>
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<p class="MsoNormal" style="margin-left:35.4pt"> </p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-US">Hi all,</span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-US"> </span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-US">I’ve been working with RT 4.05 and have added the SLA Extension [v.0.06] to it.</span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-US"> </span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-US">We’re using some simple SLA rules – no respond or keepinloop rules, just resolve rules. Generally, all tickets should be resolved within x Days from ticket creation.</span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-US"> </span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-US">Eg;</span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-US"> </span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-US"> 'Normal' => {</span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-US"> Resolve => { BusinessMinutes => 60*8*5, IgnoreOnStatuses => ['stalled'] }, # Within 5 Working Days</span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-US"> },</span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-US"> </span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-US">We’re using Business:Hours to make sure weekend and public holidays aren’t counted.
</span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-US"> </span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-US">Jobs start at Priority 0 and via an hourly LinearEscalate Cron job, escalate to Priority 100 the closer they get to the due date. So a job with a 5 working day SLA will be at Priority 40 after
2 business days.</span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-US"> </span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-US"> </span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-US">Now – as a basic setup, it’s all working nicely. (And I’d like to say – I love the program!)</span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-US"> </span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-US"> </span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-US">There’s just ONE thing not working the way we’d like and I suspect I’ve missed something, so I’d appreciate a second opinion.</span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-US"> </span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-US"> </span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-US">You’ll notice we’ve got “IgnoreOnStatuses => [‘stalled’]” in there. If we make a job and stall it, the priority does NOT advance. All good so far.</span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-US"> </span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-US">However when the job is changed from stalled back to open, it doesn’t punch the Due Date out according to the time it was stalled. So - a job is due 5 days after it’s created. If we stall the
job after 4 hours, the priority will freeze at 10. If we change the job back to “open” 2 days later, the due date remains unchanged and the job will still be due in another 2.5 days. Next time the LinearEscalate cron job runs, the Priority jumps right up to
50.</span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-US"> </span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-US">What we WANT it to do, is – when we un-stall the job 2 days later, we want RT to automatically extend the Due Date by the same amount of time it was stalled – in this case, 2 days.</span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-US"> </span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-US">Any thoughts? What’ve I missed?</span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-US"> </span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-AU" style="font-size:10.0pt; font-family:"Courier New"">--
</span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-AU" style="font-size:10.0pt; font-family:"Courier New""> = Dave Fitches =</span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-AU" style="font-size:10.0pt; font-family:"Courier New""> </span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-AU" style="font-size:10.0pt; font-family:"Courier New"">________________________________________________________</span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-AU" style="font-size:10.0pt; font-family:"Courier New"">.,--__|\.. David Fitches - Security Software Admin</span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-AU" style="font-size:10.0pt; font-family:"Courier New"">/ |. University of Melbourne - Access Control</span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-AU" style="font-size:10.0pt; font-family:"Courier New"">\_,--__/.. * Ph/Mob : +61-3-8344-9232 / +61-411-811-525<br>
......v... * E-mail : </span><span lang="EN-US"><a href=""><span lang="EN-AU" style="font-size:10.0pt; font-family:"Courier New"">dfitches@unimelb.edu.au</span></a></span><span lang="EN-AU" style="font-size:10.0pt; font-family:"Courier New"">
</span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-AU" style="font-size:10.0pt; font-family:"Courier New"">.......... University of Melbourne, Victoria, Australia</span></p>
<p class="MsoNormal" style="margin-left:35.4pt"><span lang="EN-AU" style="font-size:10.0pt; font-family:"Courier New"">_______________________________________________________</span></p>
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