[rt-users] need SLA tutorials/guide for first time setup
Ruslan Zakirov
ruz at bestpractical.com
Fri May 24 05:42:44 EDT 2013
On Fri, May 24, 2013 at 10:16 AM, Arun ragini <arunragini at gmail.com> wrote:
> Thanks you excellent support.
> I have one last question can you provide rt-crontool examples if you have
> one.
>
>
No, I don't have one, but the tool is well documented. If you have troubles
start a new thread on the list.
> 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
>
--
Best regards, Ruslan.
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