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

Mon Jul 6 19:44:22 EDT 2009

On Tue, Jul 7, 2009 at 2:25 AM, William
Graboyes<william.graboyes at theportalgrp.com> wrote:
> Hi Ruslan,
>
>> 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.
>
> That sounds about right, basically I would think it could be as simple as an
> if-then check... something along the lines of, if SLA hasn't changed, then
> don't run the SLA date change... else run the sla date change.  I may even
> attempt to hack it out.

If you want to hack on it then it's probably the best to store value
in the attribute when it's manually set. It's a simple scrip. Then in
the code that calculates SLA's resolve deadline it's possible to check
the attribute and use its value.

> Yay, sandbox time.
>
>> 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.
>
> Could just add it as a config flag, time stalls when stalled... when a
> ticket is coresponded to the ticket automagically changes state from stalled
> to open, really could just be a scrip action based on the change of state
> from stalled to opened.
>
> if the above was implimented, with a manual due date override, the latter
> would be fairly easy, just some simple time changes and math.

When we talk about response deadline, it's pretty easy. When status is
changed to stalled then we just ignore response deadline and this can
be configurable in the config. When it's opened again we can enable
response deadlines. This particular thing is easy. Adjust scrip
condition when we check if we should recalculate Due date. In the
scrip action that actually set due date ignore response code if the
ticket is stalled. Something like that.

It's hard to tell what to do with resolve and keep in loop (added in
the latest version) deadlines. Should we move resolve deadline for 10
hours if it's been stalled for 10 hours? Should we disable keep in
loop deadlines on stalled tickets or people still want to keep
customer informed? Different people want different things, so patching
extension may be isn't that easy.

> Thanks,
> Bill Graboyes
>
> On Mon, Jul 6, 2009 at 1:52 PM, Ruslan Zakirov <ruslan.zakirov at gmail.com>
> wrote:
>>
>> 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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>> >> >
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>> >> >
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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.
>
>
>
> --
> Bill Graboyes
> On Assignment At:
> Toyota Motor Sales, USA, Inc.
> Consumer Portal Delivery
> Office: (310) 468-6754
> Cell: (714) 515-8312
>

-- 
Best regards, Ruslan.