[rt-users] SLA module in international environment

[Soula, Christophe]

I have setup the SLA extension 0.05 (Business::Hours 0.09) and works
pretty well if I focus it on one single timezone but my problem is still
that I have IT team in Europe (Timezone Europe/Berlin) and IT team in US
(Timezone : America/Denver).

At this step and moving from Mod_perl to fastcgi I'm able to set per
user timezone and display the right time for EU and US associates.

Please find here the SLA part of my RT_SiteConfig.pm (RT 4.02):

 

%RT::ServiceAgreements = (

        Default => 'Priority 1',

 

        QueueDefault => {

                'US_IT_Service_Center' => 'HachIT',

                Europe_IT_Service_Center' => 'Priority 1',

        },

        Levels => {

                'HachIT' => {

                        BusinessHours => 'US1',

                        Response => { BusinessMinutes => 15 },

                        Resolve  => { BusinessMinutes => 60*4 },

                },

                'Priority 1' => {

                        BusinessHours => 'Europe1',

                        Response => { BusinessMinutes => 15 },

                        Resolve  => { BusinessMinutes => 60*4 },

                },

                'Priority 2' => {

                        BusinessHours => 'Europe1',

                        Response => { BusinessMinutes => 30 },

                        Resolve  => { BusinessMinutes => 60*8*4 },

                },

                'Priority 3' => {

                        BusinessHours => 'Europe1',

                        Response => { BusinessMinutes => 45 },

                        Resolve  => { BusinessMinutes => 60*8*20 },

                },

        },

);

%RT::ServiceBusinessHours = (

        'US1' => {

                0 => { Name => 'Sunday', Start => undef, End => undef },

                1 => { Name => 'Monday', Start => '15:00', End =>
'23:59' },

                2 => { Name => 'Tuesday', Start => '15:00', End =>
'23:59' },

                3 => { Name => 'Wednesday', Start => '15:00', End =>
'23:59' },

                4 => { Name => 'Thursday', Start => '15:00', End =>
'23:59' },

                5 => { Name => 'Friday', Start => '15:00', End =>
'23:59' },

                6 => { Name => 'Saturday', Start => undef, End => undef
},

        },

        'Europe1' => {

                0 => { Name => 'Sunday', Start => undef, End => undef },

                1 => { Name => 'Monday', Start => '07:00', End =>
'17:00' },

                2 => { Name => 'Tuesday', Start => '07:00', End =>
'17:00' },

                3 => { Name => 'Wednesday', Start => '07:00', End =>
'17:00' },

                4 => { Name => 'Thursday', Start => '07:00', End =>
'17:00' },

                5 => { Name => 'Friday', Start => '07:00', End =>
'17:00' },

                6 => { Name => 'Saturday', Start => undef, End => undef
},

        },

);

 

 

I have some issue at this step that I will try to explain here:

*         SLA is a global CF create during the make initdb once
installing the SLA extension that means that the same CF is used for my
two queue ('US_IT_Service_Center' and 'Europe_IT_Service_Center')

*         SLA CF  is configured as "select one value" and get at this
step three value (Priority 1 - Priority 2 and priority 3)

 

First issue : How to setup priority 1 2 and 3 based on the two different
Set of Business Hours (not covered in my example of SLA setup)

 

Second issue : What are the best practice to use efficiently this SAL
extension in my environment

In my example 

-          US team is working from 07:00 to 17:00 (Denver time)

-          EU team is working from 07:00 to 17:00 (Berlin time)

The only "solution" find to realize this is to fake the system for the
US business hour but this is not possible if I keep the actual server
timezone like this :

We should cover on each side 10 hours of business hour but if you look
at the example below you will see that my fake for the US1 business
hours can only cover 9 hours (15:00 -> 23:59) 

 

Thanks,

 

Christophe



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