<div dir="ltr"><div><div>Hello<br><br></div>I think my previous message wasn't delivered due to a size over 100ko.<br><br></div>This is the same message with lower image resolution :<br><br>"<br><div><div>Thank you for your really quick answer !<br>
<br></div>Ok let me give you more information. <br><br>I've 2 accounts: <br><img alt=""><img alt="Images intégrées 1" src="cid:ii_141745a8833a4094"><br>
<br></div>- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
- - - - - - - - - - - - - - - <br><br>I create a ticket with the account
al - I put SLA "Priority 1" (in conf file : Response => {
BusinessMinutes => 15 },Resolve => { BusinessMinutes => 60*4
})<br>
<img alt=""><img alt="Images intégrées 2" src="cid:ii_141745ab23e0ba26"><br clear="all">
<div><h4 style="font-weight:normal">- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
- - - - - - - - - - - - - - - </h4><h4 style="font-weight:normal">After
the creation, this is the what I've got in the field Dates. The value in
the field Due seems to be wrong. Following my business hours (I did the
ticket at 17:38pm), I'm expecting the value 07:15:00 (arround that time) and not the
response value 11:00:00 (Response time)<br>
</h4><p><img alt="Images intégrées 3" src="cid:ii_141745af6c16e60f"><img alt=""></p>
<h4 style="font-weight:normal">- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
- - - - - - - - - - - - - - - </h4><p>Now I'm connected with admin account and I put a comment (Response):</p><p><img alt="Images intégrées 4" src="cid:ii_141745b24a303cdc"><img alt=""></p>
<h4 style="font-weight:normal"><span></span></h4><h4 style="font-weight:normal">- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
- - - - - - - - - - - - - - - </h4><p>This is what I see in the property - The due date hasn't changed.</p><p><img alt="Images intégrées 5" src="cid:ii_141745b6da45a05c"><br></p><p>I hope that It will be helpful for you. I'm here if you need more information.</p>
<p>"<br></p><h4 style="font-weight:normal"><span>Kind regards </span>/ Cordialement</h4></div><br></div><div class="gmail_extra"><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>
<img src="http://www.efficientip.com/templates/efficientip/images/efficientip_logo.png" height="48" width="173"><br>
</p><h6>
4 rue de l´Abreuvoir<br>
92 400 Courbevoie<br>
France<br>
<a href="mailto:al@efficientip.com" target="_blank">al@efficientip.com</a><br>
Tel : +33 (0)1 75 84 88 98<br>
Fax : +33 (0)9 57 88 09 40<br>
<a href="http://www.efficientip.com/" target="_blank">www.efficientip.com</a></h6></div>
<br><br><div class="gmail_quote">2013/9/30 Alexandre LEPREVOST <span dir="ltr"><<a href="mailto:al@efficientip.com" target="_blank">al@efficientip.com</a>></span><br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">
<div dir="ltr"><div><div>Thank you for your really quick answer !<br><br></div>Ok let me give you more information. <br><br>I've 2 accounts: <br><br><img alt=""><img alt="Images intégrées 7" src="cid:ii_1416f8b3763acbb8"><br>
<br></div>- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
- - - - - - - - - - - - - - - <br><br>I create a ticket with the account
al - I put SLA "Priority 1" (in conf file : Response => {
BusinessMinutes => 15 },Resolve => { BusinessMinutes => 60*4
})<br>
<img alt=""><img alt="Images intégrées 2" src="cid:ii_1416f847f3446257"><br clear="all">
<div><h4 style="font-weight:normal">- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
- - - - - - - - - - - - - - - </h4><h4 style="font-weight:normal">After
the creation, this is the what I've got in the field Dates. The value in
the field Due seems to be wrong. Following my business hours (I did the
ticket at 17:38pm), I'm expecting the value 07:15:00 (arround that time) and not the
response value 11:00:00 (Response time)<br>
</h4><p><img alt="Images intégrées 3" src="cid:ii_1416f853ad81a1fe" height="206" width="442"><img alt=""></p>
<h4 style="font-weight:normal">- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
- - - - - - - - - - - - - - - </h4><p>Now I'm connected with admin account and I put a comment (Response):</p><p><img alt="Images intégrées 4" src="cid:ii_1416f8834c7cf51d" height="290" width="442"><img alt=""></p>
<h4 style="font-weight:normal"><span></span></h4><h4 style="font-weight:normal">- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
- - - - - - - - - - - - - - - </h4><p>This is what I see in the property - The due date hasn't changed.<br></p><p><img alt="Images intégrées 5" src="cid:ii_1416f89075e19acf" height="206" width="442"><img alt=""></p>
<h4 style="font-weight:normal">- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
- - - - - - - - - - - - - - - </h4><p>To help you as much as possible, this is the configuration on the custom field SLA (used in each ticket to start SLA).<br></p><p><img alt="Images intégrées 6" src="cid:ii_1416f8a40dbcdd8b"><img alt=""></p>
<p><br></p><p>I hope that It will be helpful for you. I'm here if you need more information.</p><h4 style="font-weight:normal"><span>Kind regards </span>/ Cordialement</h4></div><div class="gmail_extra"><div class="im">
<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>
<img src="http://www.efficientip.com/templates/efficientip/images/efficientip_logo.png" height="48" width="173"><br>
</p><h6>
4 rue de l´Abreuvoir<br>
92 400 Courbevoie<br>
France<br>
<a href="mailto:al@efficientip.com" target="_blank">al@efficientip.com</a><br>
Tel : <a href="tel:%2B33%20%280%291%2075%2084%2088%2098" value="+33175848898" target="_blank">+33 (0)1 75 84 88 98</a><br>
Fax : <a href="tel:%2B33%20%280%299%2057%2088%2009%2040" value="+33957880940" target="_blank">+33 (0)9 57 88 09 40</a><br>
<a href="http://www.efficientip.com/" target="_blank">www.efficientip.com</a></h6></div>
<br><br></div><div><div class="h5"><div class="gmail_quote">2013/9/30 Ruslan Zakirov <span dir="ltr"><<a href="mailto:ruz@bestpractical.com" target="_blank">ruz@bestpractical.com</a>></span><br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">
<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"><div><div><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>
<img height="48" width="173"><br>
</p><h6>
4 rue de l´Abreuvoir<br>
92 400 Courbevoie<br>
France<br>
<a href="mailto:al@efficientip.com" target="_blank">al@efficientip.com</a><br>
Tel : <a href="tel:%2B33%20%280%291%2075%2084%2088%2098" value="+33175848898" target="_blank">+33 (0)1 75 84 88 98</a><br>
Fax : <a href="tel:%2B33%20%280%299%2057%2088%2009%2040" value="+33957880940" target="_blank">+33 (0)9 57 88 09 40</a><br>
<a href="http://www.efficientip.com/" target="_blank">www.efficientip.com</a></h6></div>
</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></div></div></div></div>
</blockquote></div><br></div>