[rt-users] Need help with the plugin RT::Extension::SLA

[Abdallah TABI]

I've just created a new ticket at 4:24 PM on Tue with the user admin, and
in the field Due: I got Wed 10:24 AM which is the Resolve time not the
Response time of 15 min setted.

So, for us at the start the Due time is not what is expected.

*Abdallah Tabi*Support Team - at at efficientip.com *4 rue de l´Abreuvoir
92 400 Courbevoie
France
at at efficientip.com
Tel : +33 (0)1 75 84 88 98
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2013/10/1 Ruslan Zakirov <ruz at bestpractical.com>

>
> On Tue, Oct 1, 2013 at 6:18 PM, Abdallah TABI <at at efficientip.com> wrote:
>
>> Good afternoon,
>>
>> Thank you for your really quick answer !
>>
>> Ok let me give you more information.
>>
>
> As I said, your testing setup is wrong. Ticket should have a requestor, in
> your case requestor is empty.
>
> Let me show you two cases:
>
> 1) Staff A creates a ticket with requestor B and says "we talked on the
> phone, here is info you requested..."
> 2) User B creates a ticket with himself as requestor and says "can I get
> some help"
>
> Do you see difference? What you're testing is closer to 1)
>
> To see how it works you need at least two users (with emails defined, this
> will make life easier) and either switch logins or use email integration.
>
> --
> Best regards, Ruslan.
>
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