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Hi all,<br>
I am configuring some new queues for a division that wants to use RT too.<br>
<br>
They work with SLAs, so I am testing the usage of the SLA extension.<br>
<br>
I installed it, but I have some difficulties adapting it to the way they work.<br>
They want to have this kind of SLA: when a ticket with a particular pattern in the object arrives, they want to have a work-day to take it, and another work-day to resolve it.<br>
<br>
I have RT::Extension::ExtractCustomFieldValues to scan the subject of incoming emails and set the SLA CF accordingly. This is working correctly.<br>
<br>
Here is my RT::Extension::SLA configuration:<br>
<br>
<font face="Courier New, Courier, monospace"># For RT-Extension-SLA<br>
%RT::ServiceAgreements = (<br>
Default => 'NoSLA',<br>
QueueDefault => {<br>
'SicurezzaLogica' => 'NoSLA',<br>
},<br>
Levels => {<br>
'NoSLA' => { Resolve => { BusinessMinutes => 60*24*365*5 } },<br>
'Standard' => {<br>
BusinessHours => 'Default',<br>
Starts => { BusinessMinutes => 60*8 },<br>
Resolve => { BusinessMinutes => 60*8 },<br>
},<br>
},<br>
);<br>
%RT::ServiceBusinessHours = (<br>
'Default' => {<br>
1 => { Name => 'Lunedì', Start => '8:05', End => '16:46', Breaks => [ { Start => '13:05', End => '14:15' } ] },<br>
</font><font face="Courier New, Courier, monospace"><font face="Courier New, Courier, monospace">
</font>2 => { Name => 'Martedì', Start => '8:05', End => '16:46', Breaks => [ { Start => '13:05', End => '14:15' } ] },<br>
</font><font face="Courier New, Courier, monospace"><font face="Courier New, Courier, monospace">
</font>3 => { Name => 'Mercoledì', Start => '8:05', End => '16:46', Breaks => [ { Start => '13:05', End => '14:15' } ] },<br>
</font><font face="Courier New, Courier, monospace"><font face="Courier New, Courier, monospace">
</font>4 => { Name => 'Giovedì', Start => '8:05', End => '16:46', Breaks => [ { Start => '13:05', End => '14:15' } ] },<br>
</font><font face="Courier New, Courier, monospace"><font face="Courier New, Courier, monospace">
</font>5 => { Name => 'Venerdì', Start => '8:05', End => '16:46', Breaks => [ { Start => '13:05', End => '14:15' } ] },<br>
holidays => [qw(01-01 01-06 04-05 04-06 04-25 05-01 06-02 08-15 11-01 12-08 12-25 )],<br>
},<br>
);<br>
# End RT-Extension-SLA</font><br>
<br>
When I create a test ticket with the "magic" word in the subject, i get this:<br>
<br>
<font face="Courier New, Courier, monospace"><span class="description"><span class="user" data-user-id="1">The RT System itself</span> - SLA NoSLA
</span><span class="time-taken"></span>added</font>
<div class="content">
<table>
</table>
</div>
<font face="Courier New, Courier, monospace"></font>
<div class="transaction Ticket-transaction dates odd">
<div class="metadata"><font face="Courier New, Courier,
monospace"><span class="type"></span><span class="description"><span class="user" data-user-id="1">The RT System itself</span> - Starts changed from Not set to 2015-03-11 10:51:23
</span><span class="time-taken"></span></font></div>
<div class="content">
<table>
</table>
</div>
</div>
<font face="Courier New, Courier, monospace"></font>
<div class="transaction Ticket-transaction other even">
<div class="metadata"><font face="Courier New, Courier,
monospace"><span class="type"></span><span class="description"><span class="user" data-user-id="1">The RT System itself</span> - changed SLA NoSLA to Standard
</span><span class="time-taken"></span></font></div>
<div class="content">
<table>
</table>
</div>
</div>
<font face="Courier New, Courier, monospace"></font>
<div class="transaction Ticket-transaction dates odd">
<div class="metadata"><font face="Courier New, Courier,
monospace"><span class="type"></span><span class="description"><span class="user" data-user-id="1">The RT System itself</span> - Due changed from Not set to 2015-03-12 11:20:23
</span><span class="time-taken"></span></font></div>
<div class="content">
<table>
</table>
</div>
</div>
<font face="Courier New, Courier, monospace"></font>
<div class="metadata"><font face="Courier New, Courier, monospace"><span class="type"></span><span class="description"><span class="user" data-user-id="1">The RT System itself</span> - Starts changed from 2015-03-11 10:51:23 to 2015-03-12 11:20:23
</span><span class="time-taken"></span></font><br>
<br>
(hand translated from italian)<br>
<br>
This is correct, but then when I take that ticket, the due date is not changed again.<br>
Is this correct?<br>
Is it possible to configure the SLA extension to work the way they want?<br>
<br>
Thank you in advance for any help.<br>
Cris<br>
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