<div dir="ltr"><div>Thanks you excellent support. <br>I have one last question can you provide rt-crontool examples if you have one.<br><br></div><div>Thanks again for your excellent support.<br><br></div><div>Thanks in advance<br>
Arun<br></div><div><div><br><br></div></div></div><div class="gmail_extra"><br><br><div class="gmail_quote">On Thu, May 23, 2013 at 3:57 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 dir="ltr"><br><div class="gmail_extra"><br><br><div class="gmail_quote"><div class="im">On Thu, May 23, 2013 at 2:22 PM, Arun ragini <span dir="ltr"><<a href="mailto:arunragini@gmail.com" target="_blank">arunragini@gmail.com</a>></span> wrote:<br>
<blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex"><div dir="ltr"><div><div>cool I did that, I have set 2h and 4h for two tickets.<br></div>I was assuming that I get notification to respond and with some kind of alert, do I need to run some tool in the backend or is it like I need to open the ticket for SLA to take effect ? (one ticket is new and the other ticket is open status)<br>
<br></div>Thanks for again all the help you are providing.<br></div></blockquote><div><br></div></div><div>The extension maintains Due date. You can use rt-crontool to notify about tickets close to due or overdue. You can adjust searches to sort by Due date, so tickets that need attention are at the top.</div>
<div><div class="h5">
<div> </div><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex"><div class="gmail_extra"><div><div><div class="gmail_quote">On Thu, May 23, 2013 at 3:40 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 dir="ltr"><br><div class="gmail_extra"><br><br><div class="gmail_quote"><div>On Thu, May 23, 2013 at 11:40 AM, Arun ragini <span dir="ltr"><<a href="mailto:arunragini@gmail.com" target="_blank">arunragini@gmail.com</a>></span> wrote:<br>
</div><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex"><div dir="ltr"><div><div><div>Hi, <br><br><div>Thanks for the help, SLA CF has been created (by running make inidb) with no values do I need to add the following SLA configuation like 4h, 2h and 2d ? .<br>
<br></div></div></div></div></div></blockquote><div><br></div><div>Yes. Add the values.</div><div><div><div> </div><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">
<div dir="ltr">
<div><div><div></div><br></div>I have the following SLA configuration:<div><br>
<br>%RT::ServiceAgreements = (<br> Default => '4h',<br> QueueDefault => {<br> 'General' => '4h',<br> 'Clients' => '1d',<br> },<br>
Levels => {<br> '4h' => {<br> Resolve => { RealMinutes => 60*4 },<br> Response => { RealMinutes => 60*1 },<br> },<br>
<br> '2h' => {<br> Response => { RealMinutes => 60*2 },<br> Resolve => { RealMinutes => 60 },<br> },<br> '1d' => {<br>
Response => { RealMinutes => 60*1 },<br> Resolve => { RealMinutes => 60*24 },<br> },<br><br> },<br>);<br><br></div></div>Thanks in advance<br>
Arun<br>
</div><div class="gmail_extra"><div><div><br><br><div class="gmail_quote">On Wed, May 22, 2013 at 6:09 PM, Arun ragini <span dir="ltr"><<a href="mailto:arunragini@gmail.com" target="_blank">arunragini@gmail.com</a>></span> wrote:<br>
<blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex"><div dir="ltr">Let me try that. Thanks for all the help.<br></div><div class="gmail_extra"><div><div><br><br>
<div class="gmail_quote">On Wed, May 22, 2013 at 5:20 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 dir="ltr">It's first time installtion and you have to run 'make initdb' that is not executed by CPAN shell you used. At this moment we can not fully automate installation via cpan shell.</div>
<div class="gmail_extra"><div><div>
<br><br><div class="gmail_quote">On Wed, May 22, 2013 at 3:39 PM, Arun ragini <span dir="ltr"><<a href="mailto:arunragini@gmail.com" target="_blank">arunragini@gmail.com</a>></span> wrote:<br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">
<div dir="ltr"><div><div><div><div>Hi,<br><br></div>I have installed SLA extention using perl -MCPAN -e 'install RT::Extension::SLA;'<br>asked me for RT.pm path I have provided it.<br></div>And extension got installed I verified SLA version is 0.07 <br>
as document mentioned I need to run db upgrade only prior to 0.0.6 (i ignored it)<br><br><br></div>now coming to Tools->Configuration->Custom Fields->Select I don't see custom Fields SLA/or related to it.<br>
<br><br></div><div>and I really appreciate for help me<br><br></div><div>Thanks<br>Arun<br></div></div><div class="gmail_extra"><div><div><br><br><div class="gmail_quote">On Wed, May 22, 2013 at 4:58 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 dir="ltr">If you don't see SLA custom field in RT (go to Tools -> Configuration -> Custom Fields -> Select) then you didn't follow installation instructions properly and just has config and code that is not executed as it's not registered in the DB.</div>
<div class="gmail_extra"><div><div><br><br><div class="gmail_quote">On Wed, May 22, 2013 at 3:26 PM, Arun ragini <span dir="ltr"><<a href="mailto:arunragini@gmail.com" target="_blank">arunragini@gmail.com</a>></span> wrote:<br>
<blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex"><div dir="ltr"><div>I don't see SLA while creating tickets and I don't see them after creating tickets.<br><br>
</div>I'm kind of confused I hoping to find some tutorial on how to configure SLA for RT<br></div><div class="gmail_extra"><div><div>
<br><br><div class="gmail_quote">On Wed, May 22, 2013 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 dir="ltr">You should use more accounts to test.<div>Have you checked logs?</div><div>Do you see SLA CF on tickets?</div><div>Do you see SLA CF set on tickets?</div></div><div class="gmail_extra"><div><div>
<br>
<br><div class="gmail_quote">On Wed, May 22, 2013 at 2:45 PM, Arun ragini <span dir="ltr"><<a href="mailto:arunragini@gmail.com" target="_blank">arunragini@gmail.com</a>></span> wrote:<br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">
<div dir="ltr"><div><div>yes I'm talking about SLA extension, <br><br>I have gone through <a href="https://github.com/bestpractical/rt-extension-sla/blob/master/README" target="_blank">https://github.com/bestpractical/rt-extension-sla/blob/master/README</a> <br>
<br></div>after I create ticket and and own the ticket I don't get to see the Due date/time etc.<br><br></div>My SLA config as follows<br><br>%RT::ServiceAgreements = (<br> Default => '4h',<br> QueueDefault => {<br>
'General' => '4h',<br> 'Clients' => '1d',<br> },<br> Levels => {<br> '4h' => {<br> Resolve => { RealMinutes => 60*4 },<br>
Response => { RealMinutes => 60*1 },<br> },<br><br> '2h' => {<br> Response => { RealMinutes => 60*2 },<br> Resolve => { RealMinutes => 60 },<br>
},<br> '1d' => {<br> Response => { RealMinutes => 60*1 },<br> Resolve => { RealMinutes => 60*24 },<br> },<br>
<br> },<br>);<br><br></div>
</blockquote></div><br><br clear="all"><div><br></div></div></div><span><font color="#888888">-- <br>Best regards, Ruslan.
</font></span></div>
</blockquote></div><br><br clear="all"><br></div></div><span><font color="#888888">-- <br><a href="http://www.opensourcer.net" target="_blank">www.opensourcer.net</a>
</font></span></div>
</blockquote></div><br><br clear="all"><div><br></div></div></div><span><font color="#888888">-- <br>Best regards, Ruslan.
</font></span></div>
</blockquote></div><br><br clear="all"><br></div></div><span><font color="#888888">-- <br><a href="http://www.opensourcer.net" target="_blank">www.opensourcer.net</a>
</font></span></div>
</blockquote></div><br><br clear="all"><div><br></div></div></div><span><font color="#888888">-- <br>Best regards, Ruslan.
</font></span></div>
</blockquote></div><br><br clear="all"><br></div></div><span><font color="#888888">-- <br><a href="http://www.opensourcer.net" target="_blank">www.opensourcer.net</a>
</font></span></div>
</blockquote></div><br><br clear="all"><br></div></div><span><font color="#888888">-- <br><a href="http://www.opensourcer.net" target="_blank">www.opensourcer.net</a>
</font></span></div>
</blockquote></div></div></div><span><font color="#888888"><br><br clear="all"><div><br></div>-- <br>Best regards, Ruslan.
</font></span></div></div>
</blockquote></div><br><br clear="all"><br></div></div><span><font color="#888888">-- <br><a href="http://www.opensourcer.net" target="_blank">www.opensourcer.net</a>
</font></span></div>
</blockquote></div></div></div><span class="HOEnZb"><font color="#888888"><br><br clear="all"><div><br></div>-- <br>Best regards, Ruslan.
</font></span></div></div>
</blockquote></div><br><br clear="all"><br>-- <br><a href="http://www.opensourcer.net" target="_blank">www.opensourcer.net</a>
</div>