[rt-users] RT::ServiceBusinessHours failure

[David Hollinger]

I've recently got the RT::Extension::SLA extension working and added the following config into the RT config for Service business hours:

%RT::ServiceBusinessHours = (
        'TechSupport' => {

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

                        1 => { Name             => 'Monday',
                                Start   => '08:00',
                                End     => '18:00'},

                        2 => { Name             => 'Tuesday',
                                Start   => '08:00',
                                End     => '18:00'},

                        3 => { Name             => 'Wednesday',
                                Start   => '08:00',
                                End     => '18:00'},

                        4 => { Name             => 'Thursday',
                                Start   => '08:00',
                                End     => '18:00'},

                        5 => { Name             => 'Friday',
                                Start   => '08:00',
                                End     => '18:00'},

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

                        holidays => [qw(01-01 12-24 12-25 7-4 2012-04-08 2012-05-28 2012-09-03 2012-11-22)],
                                }
);

%RT::ServiceAgreements = (
        'Default' => '8',
        Levels => {
                '24'    => {
                                                BusinessHours => 'TechSupport',
                                                Response => { RealMinutes => 60*24},
                                                KeepInLoop => { RealMinutes => 60*24},
                                      },
                '8'        => {
                                                BusinessHours => 'TechSupport',
                                                Response => { BusinessMinutes => 60*8},
                                                KeepInLoop => {BusinessMinutes => 60*8},
                                      },
                '4'   => {
                                                BusinessHours => 'TechSupport',
                                                Response => { BusinessMinutes => 60*4},
                                                KeepInLoop => { BusinessMinutes => 60*4},
                                          },
                '1'        => {
                                                BusinessHours => 'TechSupport',
                                                Response => { BusinessMinutes => 60*1},
                                                KeepInLoop => {BusinessMinutes => 60*1},
                                          },
               'Critical' => {
                                                BusinessHours => 'TechSupport',
                                                Response => { BusinessMinutes => 60*0.8 },
                                                KeepInLoop => { BusinessMinutes => 60*0.8 },
                                          },
                          },
                );

But when I change the SLA and RT attempts to set Start and Due Dates based off SLA I get the following error and stack trace in the RT log:

[Fri Jan 13 23:08:53 2012] [debug]: Committing scrip #16 on txn #8150 of ticket #747 (/opt/rt4/sbin/../lib/RT/Scrips.pm:192)
[Fri Jan 13 23:08:53 2012] [debug]: Last effective requestors' reply to ticket #747 is txn #8139 (/opt/rt4/local/plugins/RT-Extension-SLA/lib/RT/Action/SLA_SetDue.pm:41)
[Fri Jan 13 23:08:53 2012] [error]: Scrip Commit 16 died. - Set::IntSpan::_copy_run_list: Bad order: 1326006000-1326005999,1326121200-1326157199,1326207600-1326243599,1326294000-1326329999,1326380400-1326416399,1326466800-1326502799,1326524400-1326524399
at /usr/lib/perl5/site_perl/5.8.8/Business/Hours.pm line 372

Stack:
  [/usr/lib/perl5/5.8.8/Carp.pm:269]
  [/usr/lib/perl5/site_perl/5.8.8/Set/IntSpan.pm:299]
  [/usr/lib/perl5/site_perl/5.8.8/Set/IntSpan.pm:140]
  [/usr/lib/perl5/site_perl/5.8.8/Set/IntSpan.pm:111]
  [/usr/lib/perl5/site_perl/5.8.8/Business/Hours.pm:372]
  [/usr/lib/perl5/site_perl/5.8.8/Business/Hours.pm:514]
  [/opt/rt4/local/plugins/RT-Extension-SLA/lib/RT/Extension/SLA.pm:370]
  [/opt/rt4/local/plugins/RT-Extension-SLA/lib/RT/Action/SLA_SetDue.pm:46]
  [/opt/rt4/sbin/../lib/RT/ScripAction.pm:232]
  [/opt/rt4/sbin/../lib/RT/Scrip.pm:475]
  [/opt/rt4/sbin/../lib/RT/Scrips.pm:198]
  [/opt/rt4/sbin/../lib/RT/Transaction.pm:201]
  [/opt/rt4/sbin/../lib/RT/Record.pm:1447]
  [/opt/rt4/sbin/../lib/RT/Record.pm:1691]
  [/opt/rt4/sbin/../lib/RT/Record.pm:1570]
  [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:2242]
  [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:2175]
  [/opt/rt4/share/html/Ticket/Modify.html:82]
  [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:538]
  [/opt/rt4/sbin/../lib/RT/Interface/Web.pm:285]
  [/opt/rt4/share/html/autohandler:53] (/opt/rt4/sbin/../lib/RT/Scrip.pm:483)

Any ideas what I did wrong?

Thanks!

David Hollinger III
IT Infrastructure Coordinator
Handwriting Without Tears
(301)263-2700 ext 285
(402)430-3127

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