[rt-users] SLA Plugin - Maximum amount of hours?

[Bart]

Hi,

I'm currently fine-tuning our SLA's and am kinda running against some
problems with the amount of hours you set.

Currently my configuration looks like this (inc. BusinessHours):

# ---
> # BusinessHours Settings
> # ---
> Set( %ServiceBusinessHours, (
> 0 => { Name => 'Sunday', Start => 'undef', End => 'undef' },
> 1 => { Name => 'Monday', Start => '08:30', End => '18:00' },
> 2 => { Name => 'Tuesday', Start => '08:30', End => '18:00' },
> 3 => { Name => 'Wednesday', Start => '08:30', End => '18:00' },
> 4 => { Name => 'Thursday', Start => '08:30', End => '18:00' },
> 5 => { Name => 'Friday', Start => '08:30', End => '18:00' },
> 6 => { Name => 'Saturday', Start => 'undef', End => 'undef' },
> # Voorbeeld voor vakantie/feestdagen. De dagen waarop we geen SLA hebben.
> #holidays => [qw(2011-01-01 2011-01-02 2011-01-03 2011-01-07 )],
> )
> );
> # ---
> # SLA Settings
> # ---
> 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
> }, },
>                 },
>         )
> );


The SLA's 4, 8, 24 and 48 work as intended.

But, the SLA 480 doesn't work at all, after applying it sets the Due date to
"no value" and in the logs it gives a "Not set" notion.

Here's the history log of a test ticket.

# Mon Sep 26 11:48:04 2011 Enoch Root - SLA 4 changed to 8
> # Mon Sep 26 11:48:04 2011 The RT System itself - Due changed from Mon Sep
> 26 15:44:49 2011 to Tue Sep 27 10:44:49 2011
> # Mon Sep 26 11:48:08 2011 Enoch Root - SLA 8 changed to 24
> # Mon Sep 26 11:48:08 2011 The RT System itself - Due changed from Tue Sep
> 27 10:44:49 2011 to Wed Sep 28 17:44:49 2011
> # Mon Sep 26 11:48:13 2011 Enoch Root - SLA 24 changed to 48
> # Mon Sep 26 11:48:13 2011 The RT System itself - Due changed from Wed Sep
> 28 17:44:49 2011 to Mon Oct 03 14:44:49 2011
> # Mon Sep 26 11:48:26 2011 Enoch Root - SLA 48 changed to *480*
> # Mon Sep 26 11:48:26 2011 The RT System itself - Due changed from Mon Oct
> 03 14:44:49 2011 to *Not set *


I'm kinda stubbed since 480 comes down to 27000 minutes, I don't know if
that's too much and if so what the maximum amount could be (16000
something?), if there's a maximum then we'd want to use that instead.

In case your wondering, 480 is about 3 months. We want to use that setting
for e.g. problems or long running changes.

So, does anyone know if there's a limit to the height of the SLA plugin's
resolve time in BusinessMinutes?


-- Bart
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