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

[Ruslan Zakirov]

On Tue, Aug 28, 2012 at 8:40 AM, Dave Fitches
<david.fitches at unimelb.edu.au> wrote:
> Hi Ruslan,
>
> 0.07 is the version I'm running.
>
> Does it need any modification to punch out expiry dates when un-stalled?
>
> Presently when I un-stall a job, it's not doing it... hence why I was looking at Alberto's solution... I just need to try and work out how to implement it!

Replied in different thread.


>
> --
>     = Dave Fitches =
>
> ________________________________________________________
> .,--__|\.. David Fitches - Security Software Admin
> /       |. University of Melbourne - Access Control
> \_,--__/.. * Ph/Mob : +61-3-8344-9232 / +61-411-811-525
> ......v... * E-mail : dfitches at unimelb.edu.au
> .......... University of Melbourne, Victoria, Australia
> _______________________________________________________
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> -----Original Message-----
> From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov
> Sent: Tuesday, 28 August 2012 09:56
> To: Dave Fitches
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] [SLA Extension] Can I 'parked' stalled tickets?
>
> Hi,
>
> On Mon, Aug 27, 2012 at 1:50 AM, Dave Fitches
> <david.fitches at unimelb.edu.au> wrote:
>> Morning Alberto,
>>
>>
>> I DID find that article previously, but I have to say
> (embarrassingly) that I couldn't work it out (Seems I'm a tad thick
> with some things) and the last reply by Ruslan lead me to believe he'd
> incorporated it into 0.06 - but that appears to be just the priority
> hold, not the re-calculate due date part.
>
> Which article?
>
> Have you seen the following option:
>
> http://search.cpan.org/~tsibley/RT-Extension-SLA-0.07/lib/RT/Extension/SLA.pm#IgnoreOnStatuses_(array,_no_default)
>
>>
>> You say to use two conditions "on stall"/"on un-stall"- but I'm having trouble working out how to create the "on stalled"/"on un-stall" conditions.
>>
>> I found this: http://requesttracker.wikia.com/wiki/OnStatusChange
>>
>> It looks like a MySQL command... and it should give me the "On Stall" condition, but I'm unsure how to get the UN-stall condition with the same method...
>>
>>
>> I'm fairly certain the code for Action1 and Action2 go in as User Defined Actions into the "Custom action cleanup code" area, yes?
>>
>>
>> So in the end - once I figure out how to create the two custom conditions, I then create two Scrips:
>>
>>         Scrip1:
>>                 Name:   [SLA] Parking ticket
>>                 Condition: On Stall
>>                 User Defined Action - <Action1>
>>
>>         Scrip2:
>>                 Name: [SLA] Unparking Ticket
>>                 Condition: On Un-Stall
>>                 User Defined Action - <Action2>
>>
>>
>> These SHOULD then do the job of punching out the due date by the period of time the ticket was stalled - yes?
>>
>>
>> Thanks in advance for all the assistance!
>>
>> --
>>     = Dave Fitches =
>>
>> ________________________________________________________
>> .,--__|\.. David Fitches - Security Software Admin
>> /       |. University of Melbourne - Access Control
>> \_,--__/.. * Ph/Mob : +61-3-8344-9232 / +61-411-811-525
>> ......v... * E-mail : dfitches at unimelb.edu.au
>> .......... University of Melbourne, Victoria, Australia
>> _______________________________________________________
>>
>
>
>
> --
> Best regards, Ruslan.
>



-- 
Best regards, Ruslan.