[rt-users] RT::Extension::SLA Question

[Matthew Seaman]

Steve O'Brien wrote:
> I am try to use RT to replace our current help desk system but have
> been struggling with 2 points:

Yep.  Same here.
 
> 1.)    We have an SLA with our customers and need to be able to incorporate that into our ticket system.  I have installed and begun configuring the SLA extension but I am not really sure if it is set up correctly here is my config:
> # Set Business Hours
>     %RT::ServiceBusinessHours = (
>         0 => { Name => 'Sunday',Start => 'undef', End => 'undef' },
>         1 => { Name => 'Monday', Start => '07:30', End => '17:00' },
>         2 => { Name => 'Tuesday', Start => '07:30', End => '17:00' },
>         3 => { Name => 'Wednesday', Start => '07:30', End => '17:00' },
>         4 => { Name => 'Thursday', Start => '07:30', End => '17:00' },
>         5 => { Name => 'Friday', Start => '07:30', End => '17:00' },
>         6 => { Name => 'Saturday', Start => 'undef', End => 'undef' },
>         holidays => [qw(2009-02-16 2009-03-23 2009-03-24 2009-03-25 2009-03-26 2
> 009-03-27)],
> );

For rt-3.8.x I believe that should now be expressed like so:

Set( %ServiceBusinessHours, (
        0 => { Name => 'Sunday',Start => 'undef', End => 'undef' },
        1 => { Name => 'Monday', Start => '07:30', End => '17:00' },
        2 => { Name => 'Tuesday', Start => '07:30', End => '17:00' },
        3 => { Name => 'Wednesday', Start => '07:30', End => '17:00' },
        4 => { Name => 'Thursday', Start => '07:30', End => '17:00' },
        5 => { Name => 'Friday', Start => '07:30', End => '17:00' },
        6 => { Name => 'Saturday', Start => 'undef', End => 'undef' },
        holidays => [qw(2009-02-16 2009-03-23 2009-03-24 2009-03-25 2009-03-26 2
009-03-27)],
    )
);

> # RT:Extension::SLA Config
>     %RT::ServiceAgreements = (
>         Default => 'Service Impaired',
>         Levels => {
>             'System Inoperable' => { Response => { BusinessMinutes => 60*2 } },
>             'Service Impaired' => { Response => { BusinessMinutes => 60*9 } },
>             'General Inquiry' => { Response=> { BusinessMinutes => 60*27 } },
>         },
>     );

Similarly:

Set( %ServiceAgreements, (
        Default => 'Service Impaired',
        Levels => {
            'System Inoperable' => { Response => { BusinessMinutes => 60*2 } },
            'Service Impaired' => { Response => { BusinessMinutes => 60*9 } },
            'General Inquiry' => { Response=> { BusinessMinutes => 60*27 } },
        },
    )
);

> When I create a ticket I now see a user defined field called SLA,
> however there is just one field called 'No Value' so I think I might
> have missed something.

You just need to configure the SLA custom field in the usual way -- as a
'Select one value' and then add your service levels as the list of available
options.  Now when you go to set the SLA on a ticket it should automatically
set the 'Starts' and 'Due' dates on the ticket.  You'll need to set up rt-crontool
to run at regular intervals -- given your 'System Inoperable' SLA is two hours,
you'll probably need to run it more frequently than hourly.  You may want to Google
for ways of supressing the rt-crontool transactions from ticket histories lest they
swamp all other  transactions.

There's one feature I'd love to have added to RT::Extension::SLA -- setting
initial and final ticket priorities automatically -- exactly as 'Starts' and 'Due'
dates are set.  One of these days I'll have enough spare time to have a go at
coding that up. 

> 2.) Custom reports, I would need to be able to generate reports using
> the SLA data to tell us if we are meeting our SLA, etc.

It's not particularly difficult to do a ticket search to find tickets resolved
after due date and with the SLA custom field set to some value.  You can produce
pie and bar charts from the search results, or you can export them as .tsv files
and you can use a spread sheet to produce whatever analyses you desire.

	Cheers,

	Matthew

-- 
Dr Matthew Seaman                     The Bunker, Ash Radar Station
PGP: 0x60AE908C on servers            Marshborough Rd
Tel: +44 1304 814890                  Sandwich
Fax: +44 1304 814899                  Kent, CT13 0PL, UK

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