[rt-users] How to setup RT::Extension::SLA

[linuxsupport]

I have modified the config as below. still not working

Set(%ServiceAgreements, (
        Default => 'GA',
        QueueDefault => {
                'General' => 'GA',
                'Support' => 'GA',
                'Sales' => 'GA',
                'Incident' => 'SA',
        },
        Levels => {
                'SA' => {
                        StartImmediately => 1,
                        Response => { RealMinutes => 60*1*2  },
                        Resolve => { RealMinutes => 60*4 },
                },
                'GA' => {
                        BusinessHours => 'ga_hours',
                        Response => { BusinessMinutes => 60*1 },
                        Resolve => { BusinessMinutes => 60*4 },
                },
        },
));


Set(%ServiceBusinessHours, (
        'ga_hours' => {
                0 => { Name => 'Sunday', Start => undef, End => undef },
                1 => { Name => 'Monday', Start => '09:00', End => '17:00' },
                2 => { Name => 'Tuesday', Start => '09:00', End => '17:00'
},
                3 => { Name => 'Wednesday', Start => '09:00', End =>
'17:00' },
                4 => { Name => 'Thursday', Start => '09:00', End => '17:00'
},
                5 => { Name => 'Friday', Start => '09:00', End => '17:00' },
                6 => { Name => 'Saturday', Start => '09:00', End => '13:00'
}
        },
));
On Fri, Nov 11, 2011 at 2:06 PM, Bart <bart at pleh.info> wrote:

> I noticed that in your config you say that "4h" is the default, this SLA
> however doesn't exist. Try replacing that with 24 and see what happens.
>
> -- Bart
>
>
>
> 2011/11/11 linuxsupport <lin.support at gmail.com>
>
>> Hi,
>>
>> I did it and then created a ticket but I can not see it applying the SLA.
>> What else should I check?
>>
>>
>> On Thu, Nov 10, 2011 at 6:38 PM, Bart <bart at pleh.info> wrote:
>>
>>> Only the "Name" field is needed.
>>>
>>> -- Bart
>>>
>>>
>>> 2011/11/10 linuxsupport <lin.support at gmail.com>
>>>
>>>> Thanks Bart, but there are 4 fields in that custom field.
>>>>
>>>> Sort , Name, Description, Category
>>>>
>>>> Where should that 24 go? in Sort or Name?
>>>>
>>>>
>>>> On Thu, Nov 10, 2011 at 4:06 PM, Bart <bart at pleh.info> wrote:
>>>>
>>>>> Sorry, forgot to mention that in your case that's value "24" since
>>>>> you've only defined one entry.
>>>>>
>>>>> -- Bart
>>>>>
>>>>>
>>>>>
>>>>> 2011/11/10 Bart <bart at pleh.info>
>>>>>
>>>>>> You have to manually add the same values of your config to your SLA
>>>>>> Custom Field. From there it should work as intended.
>>>>>>
>>>>>> -- Bart
>>>>>>
>>>>>>
>>>>>> 2011/11/10 linuxsupport <lin.support at gmail.com>
>>>>>>
>>>>>>>  Hi,
>>>>>>>
>>>>>>> I have just installed RT, along with plugin RT::Extension::SLA
>>>>>>>
>>>>>>> Following is the configuration I have placed in RT_SiteConfig.pm
>>>>>>>
>>>>>>> Set(%ServiceAgreements, (
>>>>>>>         Default => '4h',
>>>>>>>         QueueDefault => {
>>>>>>>                 'General' => '24',
>>>>>>>         },
>>>>>>>         Levels => {
>>>>>>>                 '24' => {
>>>>>>>                         StartImmediately => 1,
>>>>>>>                         Response => { RealMinutes => 60*1  },
>>>>>>>                         Resolve => { RealMinutes => 60*4 },
>>>>>>>                 },
>>>>>>>         },
>>>>>>> ));
>>>>>>>
>>>>>>> But I can not see any SLA while creating new ticket, it shows me
>>>>>>> blank box
>>>>>>>
>>>>>>> Can someone correct me please?
>>>>>>>
>>>>>>> OS: Debain Squeeze
>>>>>>> RT -- request-tracker4 4.0.2-1~bpo60+1
>>>>>>>
>>>>>>> Thanks
>>>>>>>
>>>>>>>
>>>>>>> --------
>>>>>>> RT Training Sessions (
>>>>>>> http://bestpractical.com/services/training.html)
>>>>>>> *  Barcelona, Spain — November 28 & 29, 2011
>>>>>>>
>>>>>>
>>>>>>
>>>>>
>>>>
>>>
>>
>
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