[Rt-commit] rtir branch, 2.9-trunk, updated. 2.6.1-509-g192a749
Ruslan Zakirov
ruz at bestpractical.com
Mon Oct 17 18:56:17 EDT 2011
The branch, 2.9-trunk has been updated
via 192a7498293a181b2b63fb3ae86b531893024a7a (commit)
via cee450e13e4714f828bec323a5d26fb036c0f2e3 (commit)
via 4cf4b948aa80d3238db31629a26723f7c6764a1b (commit)
from 8520377f9f0c16198ae9765b7976d68ae9e7361c (commit)
Summary of changes:
TODO.porting_over_RT4 | 10 ----
etc/RTIR_Config.pm | 3 +-
lib/RT/IR/AdministrationTutorial.pod | 15 +++++
old-SLA-rules-and-docs.pod | 100 ----------------------------------
4 files changed, 16 insertions(+), 112 deletions(-)
delete mode 100644 old-SLA-rules-and-docs.pod
- Log -----------------------------------------------------------------
commit 4cf4b948aa80d3238db31629a26723f7c6764a1b
Author: Ruslan Zakirov <ruz at bestpractical.com>
Date: Tue Oct 18 02:44:19 2011 +0400
update TODO, delete abandoned feature
diff --git a/TODO.porting_over_RT4 b/TODO.porting_over_RT4
index db2499f..905f950 100644
--- a/TODO.porting_over_RT4
+++ b/TODO.porting_over_RT4
@@ -29,8 +29,3 @@ We walk the web, but there is no single functionality test for:
.../Search/Reporting.html
.../Reporting/index.html
.../Split.html
-
-=== ABANDONED FEATURES
-
-* Split incident: select which IRs, Invs, Blocks go where
-
commit cee450e13e4714f828bec323a5d26fb036c0f2e3
Author: Ruslan Zakirov <ruz at bestpractical.com>
Date: Tue Oct 18 02:46:02 2011 +0400
a little bit of documentation about SLAs
diff --git a/TODO.porting_over_RT4 b/TODO.porting_over_RT4
index 905f950..cf3e7d6 100644
--- a/TODO.porting_over_RT4
+++ b/TODO.porting_over_RT4
@@ -1,8 +1,5 @@
=== DOCS
-* document how to switch over SLA extension, document Due
- rules for incidents
-
* Delete scrips' descriptions from tutorials we have.
* Review tutorials in context of lifecycles.
diff --git a/etc/RTIR_Config.pm b/etc/RTIR_Config.pm
index cd280fd..8501bb4 100644
--- a/etc/RTIR_Config.pm
+++ b/etc/RTIR_Config.pm
@@ -657,8 +657,7 @@ Set($RunWhoisRequestByDefault, 0);
=head1 Service Level Agreements (SLA)
-RTIR comes with very basic SLA implementation. Depending on the following
-options Due date of tickets is maintained.
+Read L<RT::IR::AdministrationTutorial>.
=cut
diff --git a/lib/RT/IR/AdministrationTutorial.pod b/lib/RT/IR/AdministrationTutorial.pod
index d0766cc..c6b7182 100644
--- a/lib/RT/IR/AdministrationTutorial.pod
+++ b/lib/RT/IR/AdministrationTutorial.pod
@@ -337,4 +337,19 @@ A missing passphrase occurs when GPG Agent is unresponsive or the passphrase
was mis-set in RTIR_SiteConfig.pm. Note that you can use either GPG Agent or
set the passphrase in the site config, you need not do both.
+=head2 Service Level Agreements (SLA)
+
+RTIR used to have simple Service Level Agreements (SLA) implementation.
+L<RT::Extension::SLA> was prototyped on it, but heavily improved. In RTIR 3.0
+we got rid of SLA implementation in the core of RTIR that was in conflict
+with the extension.
+
+One thing still is in RTIR. Due date of Incidents is synchronized with
+the most due active children. This is done with scrips described above
+and can be disabled if really required.
+
+As due date of incidents is controlled by RTIR's scrips then using extension
+for Incidents queue is wrong and result in race. If you don't set default
+service level for the queue in the extension's config then you are safe.
+
=cut
diff --git a/old-SLA-rules-and-docs.pod b/old-SLA-rules-and-docs.pod
deleted file mode 100644
index 07902d2..0000000
--- a/old-SLA-rules-and-docs.pod
+++ /dev/null
@@ -1,100 +0,0 @@
-=head3 Old due actions
-
-Correspond - first business minute after { queue's || config's || 7 }
-
-BySLA - some SLA calcs
-
-Reopen - SLA calc with additional settings
-
-=head2 Old starts actions
-
-Now - set to now if not setting
-ByBH - closest available business time
-
-=head2 Old rules
-
- on create
- Inc -> StartsNow
- IR, Inc, Block -> StartsByBH
- on requestor response
- IR, Inv, Block -> DueNow
- on staff response
- IR, Inv, Block -> DueCorrespond
- on move
- IR -> DueBySLA
- Inv, Block -> DueCorrespond
- Inc -> StartsNow
- IR, Inc, Block -> StartsByBH
- on close:
- IR, Inv, Block -> UnsetDue
- on re-Open
- IR, Inv, Block -> DueReopen
-
-=head2 Old config
-
-=over 4
-
-=item C<$SLAModule>
-
-Set the name of the Business::SLA class. Use this if you have
-a custom SLA module, for example:
-
- Set($SLAModule, 'Business::MySLA');
-
-=cut
-
-Set($SLAModule, '');
-
-=item C<$SLA>
-
-Define service levels and set the number of minutes.
-
-=cut
-
-Set($SLA, {
- 'Full service' => { BusinessMinutes => 60, RealMinutes => 0 },
- 'Full service: out of hours' => { BusinessMinutes => 120, RealMinutes => 0 },
- 'Reduced service' => { BusinessMinutes => 120, RealMinutes => 0 },
- 'Now (in business hours)' => { BusinessMinutes => 0, RealMinutes => 0 },
- '60 Real Minutes' => { BusinessMinutes => undef, RealMinutes => 60 },
-} );
-
-=item C<$BusinessHours>
-
-Set the Business Hours for your organization, for example:
-
- Set($BusinessHours, {
- 0 => { Name => 'Sunday', Start => undef, End => undef },
- 1 => { Name => 'Monday', Start => '09:00', End => '18:00' },
- 2 => { Name => 'Tuesday', Start => '09:00', End => '18:00' },
- ...
- } );
-
-If left unset, defaults are Monday through Friday 09:00 to 18:00
-
-=cut
-
-Set( $BusinessHours, undef );
-
-=item C<$SLA_Response_InHours> and C<$SLA_Response_OutOfHours>
-
-Set service levels for responses in business hours and out,
-correspondingly.
-
-=cut
-
-Set($SLA_Response_InHours, 'Now (in business hours)');
-Set($SLA_Response_OutOfHours, 'Now (in business hours)');
-
-=item C<$SLA_Reopen_InHours> and C<$SLA_Reopen_OutOfHours>
-
-Set service levels for tickets re-opened in business hours and out,
-correspondingly.
-
-=cut
-
-Set($SLA_Reopen_InHours, 'Full service');
-Set($SLA_Reopen_OutOfHours, 'Full service: out of hours');
-
-=back
-
commit 192a7498293a181b2b63fb3ae86b531893024a7a
Author: Ruslan Zakirov <ruz at bestpractical.com>
Date: Tue Oct 18 02:47:51 2011 +0400
all deleted scrips have no description in the tut.
diff --git a/TODO.porting_over_RT4 b/TODO.porting_over_RT4
index cf3e7d6..10345be 100644
--- a/TODO.porting_over_RT4
+++ b/TODO.porting_over_RT4
@@ -1,7 +1,5 @@
=== DOCS
-* Delete scrips' descriptions from tutorials we have.
-
* Review tutorials in context of lifecycles.
=== BRINGING UP TO DATE
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