[rt-users] RT 4.0.2 and SLA: Not clear about CF

[Alex Rhys-Hurn]

Hello, 

We are using Rt 4.0.2 on Ubuntu 11.04 Virtual Machine. Everything is great so far. 

I have questions about RT:SLA, as I am not clear on a few things. Firstly, the following para from the SLA documentation states: 


"It's possible to define different set of levels for different queues. You can create several CFs with the same name and different set of values. But if you move tickets between queues a lot then it's going to be a problem and it's preferred to use ONE SLA custom field." 

We are setting different levels for different queues, and RT_Siteconfig has settings. See bottom of email for the config file. 

I have created values in the SLA CF that reflects the name of the SLA and Queues in the SiteConfig. 

Tickets are being created correctly with the SLA Terms. No problem there. 

My problem comes when an employee goes to update the custom fields page of a ticket, and if they update a CF Field other than the SLA field (and they ignore the SLA field), then SLA changes the ticket to an SLA of no_value, and then I get bogus due date info for that ticket. 

This is a real pain to ask employeed to be careful to make sure that SLA CF is checked and selected properly everytime. 

What am I doing wrong? 

Many thanks for your help. 

Alex 


%RT::ServiceAgreements = ( 
Default => 'default', 
QueueDefault => { 
'General' => 'default', 
'Antarc' => 'antarc', 
'Beglinwoods' => 'beglinwoods', 
'Chase' => 'chase', 
'Mcc' => 'mcc', 
'Vicbank' => 'vicbank', 
'YRBrands' => 'yrbrands', 
}, 
Levels => { 
'default' => { 
BusinessHours => 'default_hours', 
Response => { BusinessMinutes => 60*8*2 }, 
Resolve => { BusinessMinutes => 60*8*20 }, 
}, 
'antarc' => { 
BusinessHours => 'antarc_hours', 
Response => { BusinessMinutes => 60*3 }, 
Resolve => { BusinessMinutes => 60*8*20 }, 
}, 
'beglinwoods' => { 
BusinessHours => 'beglinwoods_hours', 
Response => { BusinessMinutes => 60*3 }, 
Resolve => { BusinessMinutes => 60*8*20 }, 
}, 
'chase' => { 
BusinessHours => 'chase_hours', 
Response => { BusinessMinutes => 60*3 }, 
Resolve => { BusinessMinutes => 60*8*20 }, 
}, 
'mcc' => { 
BusinessHours => 'mcc_hours', 
Response => { BusinessMinutes => 60*3 }, 
Resolve => { BusinessMinutes => 60*8*20 }, 
}, 
'vicbank' => { 
BusinessHours => 'vicbank_hours', 
Response => { BusinessMinutes => 60*3 }, 
Resolve => { BusinessMinutes => 60*8*20 }, 
}, 
'yrbrands' => { 
BusinessHours => 'yrbrands_hours', 
Response => { BusinessMinutes => 60*3 }, 
Resolve => { BusinessMinutes => 60*8*20 }, 
}, 
}, 
); 


%RT::ServiceBusinessHours = ( 
'default_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' } 
}, 
'antarc_hours' => { 
0 => { Name => 'Sunday', Start => undef, End => undef }, 
1 => { Name => 'Monday', Start => '08:00', End => '19:00' }, 
2 => { Name => 'Tuesday', Start => '08:00', End => '19:00' }, 
3 => { Name => 'Wednesday', Start => '08:00', End => '19:00' }, 
4 => { Name => 'Thursday', Start => '08:00', End => '19:00' }, 
5 => { Name => 'Friday', Start => '08:00', End => '19:00' }, 
6 => { Name => 'Saturday', Start => '08:00', End => '19:00' } 
}, 
'beglinwoods_hours' => { 
0 => { Name => 'Sunday', Start => undef, End => undef }, 
1 => { Name => 'Monday', Start => '08:00', End => '19:00' }, 
2 => { Name => 'Tuesday', Start => '08:00', End => '19:00' }, 
3 => { Name => 'Wednesday', Start => '08:00', End => '19:00' }, 
4 => { Name => 'Thursday', Start => '08:00', End => '19:00' }, 
5 => { Name => 'Friday', Start => '08:00', End => '19:00' }, 
6 => { Name => 'Saturday', Start => '08:00', End => '19:00' } 
}, 
'chase_hours' => { 
0 => { Name => 'Sunday', Start => undef, End => undef }, 
1 => { Name => 'Monday', Start => '08:00', End => '19:00' }, 
2 => { Name => 'Tuesday', Start => '08:00', End => '19:00' }, 
3 => { Name => 'Wednesday', Start => '08:00', End => '19:00' }, 
4 => { Name => 'Thursday', Start => '08:00', End => '19:00' }, 
5 => { Name => 'Friday', Start => '08:00', End => '19:00' }, 
6 => { Name => 'Saturday', Start => '08:00', End => '19:00' } 
}, 
'mcc_hours' => { 
0 => { Name => 'Sunday', Start => undef, End => undef }, 
1 => { Name => 'Monday', Start => '08:00', End => '19:00' }, 
2 => { Name => 'Tuesday', Start => '08:00', End => '19:00' }, 
3 => { Name => 'Wednesday', Start => '08:00', End => '19:00' }, 
4 => { Name => 'Thursday', Start => '08:00', End => '19:00' }, 
5 => { Name => 'Friday', Start => '08:00', End => '19:00' }, 
6 => { Name => 'Saturday', Start => '08:00', End => '19:00' } 
}, 
'vicbank_hours' => { 
0 => { Name => 'Sunday', Start => undef, End => undef }, 
1 => { Name => 'Monday', Start => '08:00', End => '19:00' }, 
2 => { Name => 'Tuesday', Start => '08:00', End => '19:00' }, 
3 => { Name => 'Wednesday', Start => '08:00', End => '19:00' }, 
4 => { Name => 'Thursday', Start => '08:00', End => '19:00' }, 
5 => { Name => 'Friday', Start => '08:00', End => '19:00' }, 
6 => { Name => 'Saturday', Start => '08:00', End => '19:00' } 
}, 
'yrbrands_hours' => { 
0 => { Name => 'Sunday', Start => undef, End => undef }, 
1 => { Name => 'Monday', Start => '08:00', End => '19:00' }, 
2 => { Name => 'Tuesday', Start => '08:00', End => '19:00' }, 
3 => { Name => 'Wednesday', Start => '08:00', End => '19:00' }, 
4 => { Name => 'Thursday', Start => '08:00', End => '19:00' }, 
5 => { Name => 'Friday', Start => '08:00', End => '19:00' }, 
6 => { Name => 'Saturday', Start => '08:00', End => '19:00' } 
}, 
); 
1; 
-- 

Alex Rhys-Hur n | ITworX Limited 
P.O. Box 1649, 00502, Karen, Kenya 
Tel: +254 (0) 20 2444824 | Cell: +254 (0) 724 972541 
Web: www.itworx.co.ke 






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