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

linuxsupport lin.support at gmail.com
Fri Nov 11 06:17:13 EST 2011


OK, it is working, but I could not understand

Created:Fri Nov 11 16:35:18 2011  -- this is ok
Starts:Fri Nov 11 16:35:18 2011    -- this should be set to Created+ 1hours
response time
Started:Fri Nov 11 16:42:43 2011
Last Contact<http://207.228.237.31/rt/Ticket/Display.html?id=8&Action=SetTold>:Not
set
Due:Sat Nov 12 09:35:18 2011      -- this should be set to Created + 4
hours resolution time
Closed:Not set
Updated:Fri Nov 11 16:42:43 2011 by Enoch
Root<http://207.228.237.31/rt/Ticket/Display.html?id=8#lasttrans>

Please correct me, I am doing something wrong or not understanding it a t
all.

On Fri, Nov 11, 2011 at 4:33 PM, Ruslan Zakirov <ruz at bestpractical.com>wrote:

> On Fri, Nov 11, 2011 at 2:56 PM, linuxsupport <lin.support at gmail.com>
> wrote:
> > 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
>
> You didn't apply SLA custom field to queues. Goto admin UI and do it.
>
>
> >
> >
> > 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.
> >
> >
>
>
>
> --
> Best regards, Ruslan.
>
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