[rt-users] Help needed Problems with RT::SLA (Newbie alert) setup and config

[Simon Dray]

Hi

We are running 3.8.2 with SLA version 2

I have added the RT::SLA and configured it in the RT_Siteconfig

I have create a custom field which applies the SLA to Tickets and enabled it in the Global for Tickets,

My config looks like this

# SLA config
Set( %RT::ServiceBusinessHours, (
0 => { Name => 'Sunday',Start => 'undef', End => 'undef' },
1 => { Name => 'Monday', Start => '09:00', End => '17:00' },
2 => { Name => 'Tuesday', Start => '09:00', End => '17:00' },
3 => { Name => 'Wednesday', Start => '09:00', End => '17:00' },
4 => { Name => 'Thursday', Start => '09:00', End => '17:00' },
5 => { Name => 'Friday', Start => '09:00', End => '17:00' },
6 => { Name => 'Saturday', Start => 'undef', End => 'undef' },
holidays => [qw(2009-02-16 2009-03-23 2009-03-24 2009-05-04 2009-12-28 2009-12-29)],
));

Set( %RT::ServiceAgreements, (
Default => 'Info',
QueueDefault => {
        'General' => 'Critical',
        },

        Levels => {
                'Critical' => { Response => { BusinessMinutes => 10 } },
                'Major' => { Response => { BusinessMinutes => 60*8*20 } },
                'Minor' => { Response=> { BusinessMinutes => 60*8*30 } },
                'Info' => { Repsonse=> { BusinessMinutes => 60*8*30 } },
                '24/7' => {
                        StartImediately => 1,
                        Response => { RealMinutes => 30 },
                        },

                        },
        )
);

My Customer filed currently looks like this

Values


Sort

Name

Description

Category






(Check box to delete)


When I create a ticket neither time nor date is set as would be expected

In /var/log/messages I see

Apr 24 10:29:44 petul RT: SLA scrip applied to a queue that has no SLA CF (/opt/rt3/bin/../local/lib/RT/Action/SLA_SetDefault.pm:33)
Apr 24 10:29:44 petul RT: Ticket 2 created in queue 'General' by root (/opt/rt3/bin/../lib/RT/Ticket_Overlay.pm:659)


I have no clue as to what I have missed, do I have to create templates or should it work out of the box, does anyone have sample templates / scrips etc for SLA I can crib from.

Any help would be much appreciated as I need to get this working ASAP.


Best regards Simon
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