[rt-users] [SLA Extension] Can I 'parked' stalled tickets?

[Scotto Alberto]

Sorry, the version of SLA extension shouldn't matter.





Alberto Scotto

[Blue]
Via Cardinal Massaia, 83
10147 - Torino - ITALY
phone: +39 011 29100
al.scotto at reply.it
www.reply.it

From: Scotto Alberto
Sent: venerdì 24 agosto 2012 17:01
To: Dave Fitches; rt-users at lists.bestpractical.com
Subject: RE: [SLA Extension] Can I 'parked' stalled tickets?

Have a look at my customization for parking stalled tickets (actually it works for SLA 0.05)

http://www.gossamer-threads.com/lists/rt/users/110572

If you make any improvements, please share them :)




Alberto Scotto

[Blue]
Via Cardinal Massaia, 83
10147 - Torino - ITALY
phone: +39 011 29100
al.scotto at reply.it
www.reply.it

From: rt-users-bounces at lists.bestpractical.com<mailto:rt-users-bounces at lists.bestpractical.com> [mailto:rt-users-bounces at lists.bestpractical.com]<mailto:[mailto:rt-users-bounces at lists.bestpractical.com]> On Behalf Of Dave Fitches
Sent: venerdì 24 agosto 2012 06:40
To: rt-users at lists.bestpractical.com<mailto:rt-users at lists.bestpractical.com>
Subject: [rt-users] [SLA Extension] Can I 'parked' stalled tickets?

Hi all,

I've been working with RT 4.05 and have added the SLA Extension [v.0.06] to it.

We're using some simple SLA rules - no respond or keepinloop rules, just resolve rules.  Generally, all tickets should be resolved within x Days from ticket creation.

Eg;

                'Normal' => {
                        Resolve => { BusinessMinutes => 60*8*5, IgnoreOnStatuses => ['stalled']  }, # Within 5 Working Days
                        },

We're using Business:Hours to make sure weekend and public holidays aren't counted.

Jobs start at Priority 0 and via an hourly  LinearEscalate Cron job, escalate to Priority 100 the closer they get to the due date. So a job with a 5 working day SLA will be at Priority 40 after 2 business days.


Now - as a basic setup, it's all working nicely. (And I'd like to say - I love the program!)


There's just ONE thing not working the way we'd like and I suspect I've missed something, so I'd appreciate a second opinion.


You'll notice we've got "IgnoreOnStatuses => ['stalled']" in there. If we make a job and stall it, the priority does NOT advance. All good so far.

However when the job is changed from stalled back to open, it doesn't punch the Due Date out according to the time it was stalled. So - a job is due 5 days after it's created. If we stall the job after 4 hours, the priority will freeze at 10. If we change the job back to "open" 2 days later, the due date remains unchanged and the job will still be due in another 2.5 days. Next time the LinearEscalate cron job runs, the Priority jumps right up to 50.

What we WANT it to do, is - when we un-stall the job 2 days later, we want RT to automatically extend the Due Date by the same amount of time it was stalled - in this case, 2 days.

Any thoughts? What've I missed?

--
    = Dave Fitches =

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