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

[linuxsupport]

Yes, it is enabled

Set( @Plugins, qw( RT::Extension::SLA) );

In the log it says.

[Fri Nov 11 10:55:12 2011] [warning]: SLA scrip applied to a queue that has
no SLA CF
(/usr/local/share/request-tracker4/plugins/RT-Extension-SLA/lib/RT/Action/SLA_SetDefault.pm:33


On Fri, Nov 11, 2011 at 4:16 PM, Ruslan Zakirov <ruz at bestpractical.com>wrote:

> 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.
>
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