[rt-users] How to setup RT::Extension::SLA
Bart
bart at pleh.info
Mon Nov 14 06:39:14 EST 2011
Hi,
This would roughly be how the SLA plugin works:
- When a ticket is first created the SLA plugin makes sure that the
Starts date is set to the first possible "Business" date (e.g. the next day
on 8:30 in the morning).
- It then "if configured" sets the SLA to the default value of a queue.
- In our case, we have a scrip that sets the SLA value based on the
combination of ticket type (Incident, Problem, Change) and
ticket priority
(1 to 4).
- When the SLA is set for a ticket it then sets the Due date based on
the Starts date & takes the working hours/holidays into account.
- In addition, on SLA change it sets the Due date accordingly (again
based on the Starts date).
More information on this page:
http://search.cpan.org/dist/RT-Extension-SLA/lib/RT/Extension/SLA.pm.Doc
To clarify the dates:
- Starts: first working day based on business hours
- Started: when someone first replies.
- Due: roughly the deadline, is set by the SLA plugin.
- In your case:
- Response: Means it's set to Start + 2h. That's the first deadline,
once someone responses the next will start.
- Resolve: After a response the SLA plugin will set the due date
based on this config, thus Start + 4h.
- Closed: is set when you close a ticket.
Below our SLA config, might help a little when it comes to business hours:
# ---
# BusinessHours Settings
# ---
Set( %ServiceBusinessHours, (
0 => { Name => 'zondag', Start => 'undef', End => 'undef' },
1 => { Name => 'maandag', Start => '08:30', End => '18:00' },
2 => { Name => 'dinsdag', Start => '08:30', End => '18:00' },
3 => { Name => 'woensdag', Start => '08:30', End => '18:00' },
4 => { Name => 'donderdag', Start => '08:30', End => '18:00' },
5 => { Name => 'vrijdag', Start => '08:30', End => '18:00' },
6 => { Name => 'zaterdag', Start => 'undef', End => 'undef' },
# Non-service dagen: 2011 & 2012
holidays => [qw(2011-12-26 2012-04-09 2012-04-30 2012-05-17 2012-05-18
2012-05-28 2012-12-25 2012-12-26)],
)
);
# ---
# SLA Settings
# ---
# Maximum is 30 dagen!
# 480 uur gebruiken om geen Due date in te stellen.
Set( %ServiceAgreements, (
Levels => {
'4' => { Resolve => { BusinessMinutes => 60*4 }, },
'8' => { Resolve => { BusinessMinutes => 60*8 }, },
'24' => { Resolve => { BusinessMinutes => 60*24 }, },
'48' => { Resolve => { BusinessMinutes => 60*48 }, },
'480' => { Resolve => { BusinessMinutes => 60*480 }, },
},
)
);
Hopefully this helps understanding the SLA plugin.
-- Bart
2011/11/11 linuxsupport <lin.support at gmail.com>
> 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.
>>
>
>
> --------
> RT Training Sessions (http://bestpractical.com/services/training.html)
> * Barcelona, Spain — November 28 & 29, 2011
>
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