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

[Simon Dray]

Ruslan

Not sure whats going on just did a fresh install on my test rig with blank config all works now so will work it out from here. Many thanks for taking the time to have a look.


Regards Simon

-----Original Message-----
From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com]
Sent: 24 April 2009 13:33
To: Simon Dray
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Help needed Problems with RT::SLA (Newbie alert) setup and config

1) you should delete RT:: prefix from 3.8 config, Set( $RT::XXX, ...
); should be Set( $XXX, ... );

2) Have you applied SLA Custom Field? I think you skipped "make
initdb" step and created CF manually. This is fine, but you must apply
this CF globally or to a queue.


On Fri, Apr 24, 2009 at 4:05 PM, Simon Dray <Simon.Dray at antplc.com> wrote:
> 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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--
Best regards, Ruslan.