<div dir="ltr"><div>Hi,</div><div><br></div><div>I don't understand what you see and what you don't see. May be screenshot of history of a test ticket would be more helpful.</div><div><br></div><div>How do you test? If you test everything using one login then you will fail to see any good results.<br>
</div><div><br></div></div><div class="gmail_extra"><br><br><div class="gmail_quote">On Mon, Sep 30, 2013 at 5:32 PM, Alexandre LEPREVOST <span dir="ltr"><<a href="mailto:al@efficientip.com" target="_blank">al@efficientip.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">Hello,<br><br>I’m working in software publisher and we need a tool to handle tickets. We are studiying some tools and RT seems to be the right one but, I’ve trouble with the plugin "RT::Extension::SLA". I’ve followed the tutorial (thanks to Ruslan – nice job).<br>
<br>My RT version : RT 4.0.17<br><br>What I want to do seems to be simple:<br><br>When a ticket is open - we have a Response time (15 min for e.g.). After a Response, I'm expecting to switch on Resolve time (4 hours for e.g.).<br>
<br><br><u>Here a full example (following the configuration file below):</u><br><br>Open a ticket with the queue 'support' and select the level 'Priority 1', I would like to see in Due field : 15 minutes to answer. After this action, I would like to see 4 hours to resolve. But unfortunately It doesn't work. Either I see the right Response status but I never see the Resolve status after an answer or I see the Response time directly.<br>
<br>Set(@Plugins,(qw(RT::Extension::SLA)));<br><br>%RT::ServiceAgreements =<br>(<br> Default => 'Priority 1',<br> QueueDefault =><br> {<br> 'General' => 'HachIT',<br> 'support' => 'Priority 1',<br>
},<br> Levels =><br> {<br> 'HachIT' => {<br> BusinessHours => 'US1',<br> Response => { BusinessMinutes => 15 },<br> Resolve => { BusinessMinutes => 60*4 },<br>
},<br> 'Priority 1' => {<br> BusinessHours => 'Europe1',<br> Response => { BusinessMinutes => 15 },<br> Resolve => { BusinessMinutes => 60*4 },<br>
},<br> 'Priority 2' => {<br> BusinessHours => 'Europe1',<br> Response => { BusinessMinutes => 30 },<br> Resolve => { BusinessMinutes => 60*8*4 },<br>
},<br> 'Priority 3' => {<br> BusinessHours => 'Europe1',<br> Response => { BusinessMinutes => 45 },<br> Resolve => { BusinessMinutes => 60*8*20 },<br>
},<br> },<br>);<br><br>%RT::ServiceBusinessHours =<br>(<br> 'US1' =><br> {<br> 0 => { Name => 'Sunday', Start => undef, End => undef },<br> 1 => { Name => 'Monday', Start => '15:00', End => '23:59' },<br>
2 => { Name => 'Tuesday', Start => '15:00', End => '23:59' },<br> 3 => { Name => 'Wednesday', Start => '15:00', End => '23:59' },<br>
4 => { Name => 'Thursday', Start => '15:00', End => '23:59' },<br>
5 => { Name => 'Friday', Start => '15:00', End => '23:59' },<br> 6 => { Name => 'Saturday', Start => undef, End => undef},<br> },<br> 'Europe1' =><br>
{<br> 0 => { Name => 'Sunday', Start => undef, End => undef },<br> 1 => { Name => 'Monday', Start => '07:00', End => '17:00' },<br> 2 => { Name => 'Tuesday', Start => '07:00', End => '17:00' },<br>
3 => { Name => 'Wednesday', Start => '07:00', End => '17:00' },<br> 4 => { Name => 'Thursday', Start => '07:00', End => '17:00' },<br>
5 => { Name => 'Friday', Start => '07:00', End => '17:00' },<br> 6 => { Name => 'Saturday', Start => undef, End => undef},<br> },<br>);<br><br>Am I wrong ? Did I miss something ? We are 3 peoples here and nobody understand this behavior. I hope you will be available to help me. I'm available as much as possible If you need my time.<br>
<br>Best regards<br><br>Alexandre<br clear="all"><div><h4 style="font-weight:normal"><span>Kind regards </span>/ Cordialement<br><br><b>Alexandre Leprevost</b><br></h4>
Project Engineer / Delivery Team<p>
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</blockquote></div><br><br clear="all"><div><br></div>-- <br>Best regards, Ruslan.
</div>