[Bps-public-commit] RT-Extension-SLA branch, assume-outside-actor, created. 1.02-1-g09dd3e6
Alex Vandiver
alexmv at bestpractical.com
Mon Dec 8 15:19:14 EST 2014
The branch, assume-outside-actor has been created
at 09dd3e68d35d24dfb43190531a1bfd350bb5e29f (commit)
- Log -----------------------------------------------------------------
commit 09dd3e68d35d24dfb43190531a1bfd350bb5e29f
Author: Alex Vandiver <alexmv at bestpractical.com>
Date: Mon Dec 8 15:18:41 2014 -0500
Allow Response to assume only replies from Owner and AdminCCs meet SLA
By default, a reply by anyone who is not a requestor unsets the due date
for a Response SLA. If it is common for non-requestors to reply to
tickets, this isn't desirable. This commit provides a way to only treat
replies from Owners and AdminCcs as meeting a Response SLA.
IsRequestorsAct is renamed to IsOutsideActor, and the documentation for
Response SLAs is updated to clarify what is meant by an "outside actor."
The new behavior is controlled by a new AssumeOutsideActor global SLA
configuration option.
diff --git a/README b/README
index 4d61fa6..bd3c29b 100644
--- a/README
+++ b/README
@@ -134,30 +134,30 @@ CONFIGURATION
Response
In many companies providing support service(s) resolve time of a ticket
- is less important than time of response to requestors from stuff
+ is less important than time of response to requestors from staff
members.
- You can use Response option to define such deadlines. When you're using
- this option Due time "flips" when requestors and non-requestors reply to
- a ticket. We set Due date when a ticket is created, unset when
- non-requestor replies... until ticket is closed when ticket's Due date
- is also unset.
+ You can use Response option to define such deadlines. The Due date is
+ set when a ticket is created, unset when a worker replies, and re-set
+ when the requestor replies again -- until the ticket is closed, when the
+ ticket's Due date is unset.
- NOTE that behaviour changes when Resolve and Response options are
- combined, read below.
+ NOTE that this behaviour changes when Resolve and Response options are
+ combined; see "Using both Resolve and Response in the same level".
- As response deadlines are calculated using requestors' activity so
- several rules applies to make things sane:
+ Note that by default, only the requestors on the ticket are considered
+ "outside actors" and thus require a Response due date; all other email
+ addresses are treated as workers of the ticket, and thus count as
+ meeting the SLA. If you'd like to invert this logic, so that the Owner
+ and AdminCcs are the only worker email addresses, and all others are
+ external, see the "AssumeOutsideActor" configuration.
- * If requestor(s) reply multiple times and are ignored then the
- deadline is calculated using the oldest requestors' correspondence.
+ The owner is never treated as an outside actor; if they are also the
+ requestor of the ticket, it will have no SLA.
- * If a ticket has no requestor(s) then it has no response deadline.
-
- * If a ticket is created by non-requestor then due date is left unset.
-
- * If owner of a ticket is its requestor then his actions are treated
- as non-requestors'.
+ If an outside actor replies multiple times, their later replies are
+ ignored; the deadline is awlways calculated from the oldest
+ correspondence from the outside actor.
Using both Resolve and Response in the same level
Resolve and Response can be combined. In such case due date is set
@@ -165,8 +165,8 @@ CONFIGURATION
set'.
If a ticket met its Resolve deadline then due date stops "flipping", is
- freezed and the ticket becomes overdue. Before that moment when
- non-requestor replies to a ticket, due date is changed to Resolve
+ freezed and the ticket becomes overdue. Before that moment when an
+ inside actor replies to a ticket, due date is changed to Resolve
deadline instead of 'Not Set', as well this happens when a ticket is
closed. So all the time due date is defined.
@@ -218,8 +218,8 @@ CONFIGURATION
},
In the above example Due is set to one hour after creation, reply of a
- non-requestor moves Due date two hours forward, requestors' replies move
- Due date to one hour and resolve deadine is 24 hours.
+ inside actor moves Due date two hours forward, outside actors' replies
+ move Due date to one hour and resolve deadine is 24 hours.
Modifying Agreements
OutOfHours (struct, no default)
@@ -315,6 +315,18 @@ CONFIGURATION
...
};
+ AssumeOutsideActor
+ When using a Response configuration, the due date is unset when anyone
+ who is not a requestor replies. If it is common for non-requestors to
+ reply to tickets, and this should *not* satisfy the SLA, you may wish to
+ set AssumeOutsideActor. This causes the extension to assume that the
+ Response SLA has only been met when the owner or AdminCc reply.
+
+ %RT::ServiceAgreements = (
+ AssumeOutsideActor => 1,
+ ...
+ };
+
Access control
You can totally hide SLA custom field from users and use per queue
defaults, just revoke SeeCustomField and ModifyCustomField.
@@ -334,6 +346,9 @@ TODO
something else). So people would be able to handle tickets in the right
order using Due dates.
+ * [not implemented] tests for AssumeOutsideActor - need tests for all of the
+ conditionals in RT::Action::SLA_SetDue::IsOutsideActor
+
* [not implemented] WebUI
DESIGN
diff --git a/lib/RT/Action/SLA_SetDue.pm b/lib/RT/Action/SLA_SetDue.pm
index 06bf646..4f3ed30 100644
--- a/lib/RT/Action/SLA_SetDue.pm
+++ b/lib/RT/Action/SLA_SetDue.pm
@@ -37,16 +37,16 @@ sub Commit {
my $txn = $self->TransactionObj;
my $level = $ticket->FirstCustomFieldValue('SLA');
- my ($last_reply, $is_requestor) = $self->LastEffectiveAct;
+ my ($last_reply, $is_outside) = $self->LastEffectiveAct;
$RT::Logger->debug(
- 'Last effective '. ($is_requestor? '':'non-') .'requestors\' reply'
+ 'Last effective '. ($is_outside? '':'non-') .'outside actors\' reply'
.' to ticket #'. $ticket->id .' is txn #'. $last_reply->id
);
my $response_due = $self->Due(
Ticket => $ticket,
Level => $level,
- Type => $is_requestor? 'Response': 'KeepInLoop',
+ Type => $is_outside? 'Response' : 'KeepInLoop',
Time => $last_reply->CreatedObj->Unix,
);
@@ -65,16 +65,26 @@ sub Commit {
return $self->SetDateField( Due => $due );
}
-sub IsRequestorsAct {
+sub IsOutsideActor {
my $self = shift;
my $txn = shift || $self->TransactionObj;
my $actor = $txn->CreatorObj->PrincipalObj;
- # owner is always treated as non-requestor
+ # owner is always treated as inside actor
return 0 if $actor->id == $self->TicketObj->Owner;
- return $self->TicketObj->Requestors->HasMemberRecursively( $actor )? 1 : 0;
+ if ( $RT::ServiceAgreements{'AssumeOutsideActor'} ) {
+ # All non-admincc users are outside actors
+ return 0 if $self->TicketObj ->AdminCc->HasMemberRecursively( $actor )
+ or $self->TicketObj->QueueObj->AdminCc->HasMemberRecursively( $actor );
+
+ return 1;
+ } else {
+ # Only requestors are outside actors
+ return 1 if $self->TicketObj->Requestors->HasMemberRecursively( $actor );
+ return 0;
+ }
}
sub LastEffectiveAct {
@@ -90,13 +100,13 @@ sub LastEffectiveAct {
my $res;
while ( my $txn = $txns->Next ) {
- unless ( $self->IsRequestorsAct( $txn ) ) {
+ unless ( $self->IsOutsideActor( $txn ) ) {
last if $res;
return ($txn);
}
$res = $txn;
}
- return ($res, 'requestor');
+ return ($res, 1);
}
1;
diff --git a/lib/RT/Extension/SLA.pm b/lib/RT/Extension/SLA.pm
index 3354202..94f4423 100644
--- a/lib/RT/Extension/SLA.pm
+++ b/lib/RT/Extension/SLA.pm
@@ -167,43 +167,33 @@ Example:
=head3 Response
-In many companies providing support service(s) resolve time
-of a ticket is less important than time of response to requestors
-from stuff members.
+In many companies providing support service(s) resolve time of a ticket
+is less important than time of response to requestors from staff
+members.
-You can use Response option to define such deadlines. When you're
-using this option Due time "flips" when requestors and non-requestors
-reply to a ticket. We set Due date when a ticket is created, unset
-when non-requestor replies... until ticket is closed when ticket's
-Due date is also unset.
+You can use Response option to define such deadlines. The Due date is
+set when a ticket is created, unset when a worker replies, and re-set
+when the requestor replies again -- until the ticket is closed, when the
+ticket's Due date is unset.
-B<NOTE> that behaviour changes when Resolve and Response options
-are combined, read L<below|/"Using both Resolve and Response in the same level">.
+B<NOTE> that this behaviour changes when Resolve and Response options
+are combined; see L</"Using both Resolve and Response in the same
+level">.
-As response deadlines are calculated using requestors' activity
-so several rules applies to make things sane:
+Note that by default, only the requestors on the ticket are considered
+"outside actors" and thus require a Response due date; all other email
+addresses are treated as workers of the ticket, and thus count as
+meeting the SLA. If you'd like to invert this logic, so that the Owner
+and AdminCcs are the only worker email addresses, and all others are
+external, see the L</AssumeOutsideActor> configuration.
-=over 4
+The owner is never treated as an outside actor; if they are also the
+requestor of the ticket, it will have no SLA.
-=item *
+If an outside actor replies multiple times, their later replies are
+ignored; the deadline is awlways calculated from the oldest
+correspondence from the outside actor.
-If requestor(s) reply multiple times and are ignored then the deadline
-is calculated using the oldest requestors' correspondence.
-
-=item *
-
-If a ticket has no requestor(s) then it has no response deadline.
-
-=item *
-
-If a ticket is created by non-requestor then due date is left unset.
-
-=item *
-
-If owner of a ticket is its requestor then his actions are treated
-as non-requestors'.
-
-=back
=head3 Using both Resolve and Response in the same level
@@ -213,7 +203,7 @@ according to the earliest of two deadlines and never is dropped to
If a ticket met its Resolve deadline then due date stops "flipping",
is freezed and the ticket becomes overdue. Before that moment when
-non-requestor replies to a ticket, due date is changed to Resolve
+an inside actor replies to a ticket, due date is changed to Resolve
deadline instead of 'Not Set', as well this happens when a ticket
is closed. So all the time due date is defined.
@@ -267,7 +257,7 @@ every few hours. KeepInLoop option can be used to achieve this.
},
In the above example Due is set to one hour after creation, reply
-of a non-requestor moves Due date two hours forward, requestors'
+of a inside actor moves Due date two hours forward, outside actors'
replies move Due date to one hour and resolve deadine is 24 hours.
=head2 Modifying Agreements
@@ -368,6 +358,20 @@ In the config you can set per queue defaults, using:
...
};
+=head2 AssumeOutsideActor
+
+When using a L<Response|/"Resolve and Response (interval, no defaults)">
+configuration, the due date is unset when anyone who is not a requestor
+replies. If it is common for non-requestors to reply to tickets, and
+this should I<not> satisfy the SLA, you may wish to set
+C<AssumeOutsideActor>. This causes the extension to assume that the
+Response SLA has only been met when the owner or AdminCc reply.
+
+ %RT::ServiceAgreements = (
+ AssumeOutsideActor => 1,
+ ...
+ };
+
=head2 Access control
You can totally hide SLA custom field from users and use per queue
@@ -552,6 +556,9 @@ sub GetDefaultServiceLevel {
something else). So people would be able to handle tickets in the right
order using Due dates.
+ * [not implemented] tests for AssumeOutsideActor - need tests for all of the
+ conditionals in RT::Action::SLA_SetDue::IsOutsideActor
+
* [not implemented] WebUI
=head1 DESIGN
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