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

[Ruslan Zakirov]

On Mon, Jul 6, 2009 at 10:30 PM, William
Graboyes<william.graboyes at theportalgrp.com> wrote:
> 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, (

[snip]

> );
>> 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.


Do I understand it right that you want to set resolve deadline
manually and keep reply deadline from the config? The only thing that
I have in mind and want to implement some day is "manual resolve
deadline". When a person sets due date on  a ticket manually then this
date used as resolve deadline and extension changes due dates
according to the current doc.

Hope that description is clear enough. Is it close to your
requirements? I can not say that it will be in the next version or any
time soon, dates guaranted only if it's sponsored work. Patches are
always welcome at no charge.

> 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.

Sounds reasonable, but not sure how make this transparent and trigger
"re-open" event. Too many variants for different workflows. It may be
possbile to adjust scrips and come up with required setup even with
the current version, but I'm not sure.


>
> 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
>



-- 
Best regards, Ruslan.