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

[Ruslan Zakirov]

On Thu, May 23, 2013 at 11:40 AM, Arun ragini <arunragini at gmail.com> wrote:

> 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 ? .
>
>
Yes. Add the values.


>
> 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
>



-- 
Best regards, Ruslan.
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