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

[William Graboyes]

Hi Ruslan,

> What are you trying to achive?

We have some SLA Categories that the due dates are "as mutually agreed upon"
Thus they are sending a due date along with the ticket.

> How is extension is configured?Set( %ServiceBusinessHours, (
    'Default' => {
        0 => {
            Name => 'Sunday',
            Start => undef,
            End => undef
        },
        1 => {
            Name => 'Monday',
            Start => '08:00',
            End => '17:30'
        },
        2 => {
            Name => 'Tuesday',
            Start => '08:00',
            End => '17:30'
        },
        3 => {
            Name => 'Wednesday',
            Start => '08:00',
            End => '17:30'
        },
        4 => {
            Name => 'Thursday',
            Start => '08:00',
            End => '17:30'
        },
        5 => {
            Name => 'Friday',
            Start => '08:00',
            End => '17:30'
        },
        6 => {
            Name => 'Saturday',
            Start => undef,
            End => undef
        },
    }
)
);

Set( %ServiceAgreements, (
    Default => 'Severity 2',
    QueueDefault => {
        'Incoming' => 'Severity 1',
        'Availability Management' => 'Severity 2',
        'Change Management' => 'Severity 2',
        'Development Management' => 'Severity 2',
        'Monitoring Management' => 'Severity 2',
        'Operations Management' => 'Severity 2',
        'Problem Management' => 'Severity 2',
        'Project Managment' => 'Severity 2',
        'Release Management' => 'Severity 2',
    },
    'Levels' =>
    {
    'Severity 1' => {
        StartImmediately => 1,
            OutOfHours => {
                Response => {
                    RealMinutes => 15*1
                },
            },
            Respond => {
                RealMinutes => 10*1
            },
            Resolve => {
                RealMinutes => 60*1
            },
        },
        'Severity 2' => {
            StartImmediately => 1,
            Respond => {
                RealMinutes => 20*1
            },
            Resolve => {
                RealMinutes => 60*8
            },
        },
        'Severity 3' => {
            StartImmediately => 1,
            Respond => {
                BusinessMinutes => 20*1
            },
            Resolve => {
                BusinessMinutes => 60*8
            },
        },
        'Severity 4' => {
            StartImmediately => 1,
            Respond => {
                BusinessMinutes => 60*8
            },
        },
'RCA' => {
            StartImmediately => 1,
            Respond => {
                BusinessMinutes => 20*1
            },
            Resolve => {
                BusinessMinutes => 60*8
            },
        },
        'Site Operation Requests' => {
            Respond => {
                BusinessMinutes => 20*1
            },
            Resolve => {
                BusinessMinutes => 60*1
            },
        },
        'Site Project Requests/Enhancements' => {
            Respond => {
                BusinessMinutes => 20*1
            },
        },
        'Project Support Requests' => {
            Respond => {
                BusinessMinutes => 60*1
            },
        },
        'Housekeeping/ Maintenance' => {
            Respond => {
                BusinessMinutes => 60*1
            },
        },
        'External access' => {
            Respond => {
                BusinessMinutes => 60*8
            },
            Resolve => {
                BusinessMinutes => 60*8
            },
        },
    }
)
);
> I want to know more about use case to understand if it's possible to
improve this extension.

The use case is as explained more or less above, where the due date is
determined either via the logging and classification of the ticket, or via
contact with the requester.  Most of the service levels that we have do have
very hard due dates, just a couple of categories have soft due dates.
Sometimes the due dates need to move, even in the categories that have hard
SLA due dates, simply because of incomplete information from the requester.

While we are on the topic of improvements.

I would also like to see the due date shift the amount of time that the
ticket was stalled upon re-open.  For our organization we use the stalled
status to indicate that the "ball is out of our court" in other words we are
waiting for input from some other source.

Thanks,

Bill Graboyes

On Mon, Jul 6, 2009 at 10:47 AM, Ruslan Zakirov <ruslan.zakirov at gmail.com>wrote:

> Nope, cuz SLA extension is used to automate due date management. What
> are you trying to achive? How is extension is configured? I want to
> know more about use case to understand if it's possible to improve
> this extension.
>
> On Mon, Jul 6, 2009 at 9:12 PM, William
> Graboyes<william.graboyes at theportalgrp.com> wrote:
> > Hi all,
> >
> > I am having a problem with the SLA module.
> >
> > Any time we change a due date, The SLA module changes it back to the
> > prescribed due date in the config file.
> >
> > Is there any way to change this behavior?
> >
> > RT Version: 3.8.4
> >
> > --
> > Bill Graboyes
> > On Assignment At:
> > Toyota Motor Sales, USA, Inc.
> > Consumer Portal Delivery
> > Office: (310) 468-6754
> > Cell: (714) 515-8312
> >
> > _______________________________________________
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> >
>
>
>
> --
> Best regards, Ruslan.
>



-- 
Bill Graboyes
On Assignment At:
Toyota Motor Sales, USA, Inc.
Consumer Portal Delivery
Office: (310) 468-6754
Cell: (714) 515-8312
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