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

[Ruslan Zakirov]

Hi,

Have you enabled plugin in the config? What do you have in logs when
you create a ticket?

On Fri, Nov 11, 2011 at 2:03 PM, linuxsupport <lin.support at gmail.com> wrote:
> 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
>>>>>>>
>>>>>>
>>>>>
>>>>
>>>
>>
>
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> *  Barcelona, Spain — November 28 & 29, 2011
>



-- 
Best regards, Ruslan.