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

[Ruslan Zakirov]

Hello,

Your config looks good. Please, turn on debug loggin in the RT config,
stop/start server and try again, then collect errors from logs.
Without logs it's hard to guess what went wrong.

Holidays are supported in late versions of Business::Hours module, may
be version of the module you're using is old.

On Thu, Dec 9, 2010 at 6:28 AM, Rithy R <rithy4u_os at hotmail.com> wrote:
> 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 Hours
> Set( %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 Config
> Set( %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
>
>
>



-- 
Best regards, Ruslan.