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

[Arun ragini]

Thanks you excellent support.
I have one last question can you provide rt-crontool examples if you have
one.

Thanks again for your excellent support.

Thanks in advance
Arun




On Thu, May 23, 2013 at 3:57 PM, Ruslan Zakirov <ruz at bestpractical.com>wrote:

>
>
>
> On Thu, May 23, 2013 at 2:22 PM, Arun ragini <arunragini at gmail.com> wrote:
>
>> 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.
>>
>
> The extension maintains Due date. You can use rt-crontool to notify about
> tickets close to due or overdue. You can adjust searches to sort by Due
> date, so tickets that need attention are at the top.
>
>
>> 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
>>
>
>
>
> --
> Best regards, Ruslan.
>



-- 
www.opensourcer.net
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