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

[Arun ragini]

cool I did that, I have set 2h and 4h for two tickets.
I was assuming that I get notification  to respond and with some kind of
alert, do I need to run some tool in the backend or is it like I need to
open the ticket for SLA to take effect ? (one ticket is new and the other
ticket is open status)

Thanks for again all the help you are providing.


On Thu, May 23, 2013 at 3:40 PM, Ruslan Zakirov <ruz at bestpractical.com>wrote:

>
>
>
> 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.
>



-- 
www.opensourcer.net
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