[rt-users] How to setup holidays in RT::Extension:SLA - ServiceBusinessHours?

Rithy R rithy4u_os at hotmail.com
Wed Dec 8 22:28:25 EST 2010


I beg for your help...

Regards,Rithy




From: rithy4u_os at hotmail.com
To: rt-users at lists.bestpractical.com
Date: Tue, 7 Dec 2010 05:12:15 +0000
Subject: Re: [rt-users] RT 3.8.7 + SLA 0.03 + RTFM 2.4.2 - How to setup holidays in ServiceBusinessHours?








Please kindly help out...

Regards,Rithy




From: rithy4u_os at hotmail.com
To: rt-users at lists.bestpractical.com
Date: Mon, 6 Dec 2010 06:37:44 +0000
Subject: [rt-users] RT 3.8.7 + SLA 0.03 + RTFM 2.4.2 - How to setup holidays in ServiceBusinessHours?








Dear RT Community:
My SLA 3 and 4 never set the correct due date unless I mark #BusinessHours => 'work', in below configuration. After I did that, my SLA 3 and 4 work again without issue. They even calculate the due date based on my 'work' setting (0-6). But the problem now is, my holidays setting never apply to ticket. Can someone help to guide me thru on how to setup holidays in RT_SiteConfig.pm? Your advice will be much appreciated.
+++++
#Set Business HoursSet( %ServiceBusinessHours, 	'work' => {	0 => {Name => 'Sunday',Start => 'undef', End => 'undef' },	1 => {Name => 'Monday',Start => '07:30', End => '17:30' },	2 => {Name => 'Tuesday',Start => '7:30', End => '17:30' },	3 => {Name => 'Wednesday',Start => '7:30', End => '17:30' },	4 => {Name => 'Thursday',Start => '7:30', End => '17:30' },	5 => {Name => 'Friday',Start => '7:30', End => '17:30' },	6 => {Name => 'Saturday',Start => 'undef', End => 'undef' },	holidays => [qw(2011-01-01 2011-01-02 2011-01-03 2011-01-07 2011-02-18 2011-03-8 2011-04-14 2011-04-15 2011-04-16 2011-04-17 2011-04-18 2011-05-01 2011-05-02 2011-05-13 2011-05-14 2011-05-15 2011-05-16 2011-05-17 2011-05-21 2011-05-22 2011-05-23 2011-06-1 2011-06-18 2011-06-18 2011-06-19 2011-06-20 2011-09-24 2011-09-25 2011-09-26 2011-09-27 2011-09-28 2011-10-29 2011-10-30 2011-10-31 2011-11-09 2011-11-10 2011-11-11 2011-12-10 2011-12-11 2011-12-12)],	},);
#RT::Extension::SLA ConfigSet( %ServiceAgreements,        Default => 'sev4',        QueueDefault => {            'General' => 'sev4',        },        Levels => {            'sev1' => { 			StartImmediately => 1,			Response => { RealMinutes => 60*0.5 },			Resolve => { RealMinutes => 60*4 } },            'sev2' => { 			StartImmediately => 1,			Response => { RealMinutes => 60*0.5 },			Resolve => { RealMinutes => 60*12 } },	    'sev3' => { 			#BusinessHours => 'work',			OutOfHours => { Resolve => { RealMinutes => +60*28 } },			Response => { BusinessMinutes => 60*4 },			Resolve => { BusinessMinutes => 60*28 } },	    'sev4' => { 			#BusinessHours => 'work',			OutOfHours => { Resolve => { RealMinutes => +60*52 } },			Response => { BusinessMinutes => 60*8 },			Resolve => { BusinessMinutes => 60*52 } },        },    );+++++Regards,Rithy


 		 	   		  
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