[rt-users] need SLA tutorials/guide for first time setup

[Arun ragini]

Hi,

Thanks for the help, SLA CF has been created (by running make inidb) with
no values do I need to add the following SLA configuation like 4h, 2h and
2d ? .


I have the following SLA configuration:

%RT::ServiceAgreements = (
        Default => '4h',
        QueueDefault => {
                'General' => '4h',
                'Clients' => '1d',
                },
        Levels => {
                '4h' => {
                        Resolve => { RealMinutes => 60*4 },
                        Response   => { RealMinutes => 60*1 },
                },

                '2h'  => {
                        Response   => { RealMinutes => 60*2 },
                        Resolve => { RealMinutes => 60 },
                },
                '1d' => {
                        Response   => { RealMinutes => 60*1 },
                        Resolve => { RealMinutes => 60*24 },
                },

        },
);

Thanks in advance
Arun


On Wed, May 22, 2013 at 6:09 PM, Arun ragini <arunragini at gmail.com> wrote:

> Let me try that. Thanks for all the help.
>
>
> On Wed, May 22, 2013 at 5:20 PM, Ruslan Zakirov <ruz at bestpractical.com>wrote:
>
>> It's first time installtion and you have to run 'make initdb' that is not
>> executed by CPAN shell you used. At this moment we can not fully automate
>> installation via cpan shell.
>>
>>
>> On Wed, May 22, 2013 at 3:39 PM, Arun ragini <arunragini at gmail.com>wrote:
>>
>>> Hi,
>>>
>>> I have installed SLA extention using perl -MCPAN -e 'install
>>> RT::Extension::SLA;'
>>> asked me for RT.pm path I have provided it.
>>> And extension got installed I verified SLA version is 0.07
>>> as document mentioned I need to run db upgrade only prior to 0.0.6 (i
>>> ignored it)
>>>
>>>
>>> now coming to Tools->Configuration->Custom Fields->Select I don't see
>>> custom Fields SLA/or related to it.
>>>
>>>
>>> and I really appreciate for help me
>>>
>>> Thanks
>>> Arun
>>>
>>>
>>> On Wed, May 22, 2013 at 4:58 PM, Ruslan Zakirov <ruz at bestpractical.com>wrote:
>>>
>>>> If you don't see SLA custom field in RT (go to Tools -> Configuration
>>>> -> Custom Fields -> Select) then you didn't follow installation
>>>> instructions properly and just has config and code that is not executed as
>>>> it's not registered in the DB.
>>>>
>>>>
>>>> On Wed, May 22, 2013 at 3:26 PM, Arun ragini <arunragini at gmail.com>wrote:
>>>>
>>>>> I don't see SLA while creating tickets and I don't see them after
>>>>> creating tickets.
>>>>>
>>>>> I'm kind of confused I hoping to find some tutorial on how to
>>>>> configure SLA for RT
>>>>>
>>>>>
>>>>> On Wed, May 22, 2013 at 4:33 PM, Ruslan Zakirov <ruz at bestpractical.com
>>>>> > wrote:
>>>>>
>>>>>> You should use more accounts to test.
>>>>>> Have you checked logs?
>>>>>> Do you see SLA CF on tickets?
>>>>>> Do you see SLA CF set on tickets?
>>>>>>
>>>>>>
>>>>>> On Wed, May 22, 2013 at 2:45 PM, Arun ragini <arunragini at gmail.com>wrote:
>>>>>>
>>>>>>> yes I'm talking about SLA extension,
>>>>>>>
>>>>>>> I have gone through
>>>>>>> https://github.com/bestpractical/rt-extension-sla/blob/master/README
>>>>>>>
>>>>>>> after I create ticket and and own the ticket I don't get to see the
>>>>>>> Due date/time etc.
>>>>>>>
>>>>>>> My SLA config as  follows
>>>>>>>
>>>>>>> %RT::ServiceAgreements = (
>>>>>>>         Default => '4h',
>>>>>>>         QueueDefault => {
>>>>>>>                 'General' => '4h',
>>>>>>>                 'Clients' => '1d',
>>>>>>>                 },
>>>>>>>         Levels => {
>>>>>>>                 '4h' => {
>>>>>>>                         Resolve => { RealMinutes => 60*4 },
>>>>>>>                         Response   => { RealMinutes => 60*1 },
>>>>>>>                 },
>>>>>>>
>>>>>>>                 '2h'  => {
>>>>>>>                         Response   => { RealMinutes => 60*2 },
>>>>>>>                         Resolve => { RealMinutes => 60 },
>>>>>>>                 },
>>>>>>>                 '1d' => {
>>>>>>>                         Response   => { RealMinutes => 60*1 },
>>>>>>>                         Resolve => { RealMinutes => 60*24 },
>>>>>>>                 },
>>>>>>>
>>>>>>>         },
>>>>>>> );
>>>>>>>
>>>>>>>
>>>>>>
>>>>>>
>>>>>> --
>>>>>> Best regards, Ruslan.
>>>>>>
>>>>>
>>>>>
>>>>>
>>>>> --
>>>>> www.opensourcer.net
>>>>>
>>>>
>>>>
>>>>
>>>> --
>>>> Best regards, Ruslan.
>>>>
>>>
>>>
>>>
>>> --
>>> www.opensourcer.net
>>>
>>
>>
>>
>> --
>> Best regards, Ruslan.
>>
>
>
>
> --
> www.opensourcer.net
>



-- 
www.opensourcer.net
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