[rt-users] Need help with the plugin RT::Extension::SLA
Ruslan Zakirov
ruz at bestpractical.com
Tue Oct 1 10:22:59 EDT 2013
As I said, your testing setup is wrong. Ticket should have 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)
On Tue, Oct 1, 2013 at 6:12 PM, Alexandre LEPREVOST <al at efficientip.com>wrote:
> Hello
>
> I think my previous message wasn't delivered due to a size over 100ko.
>
> This is the same message with lower image resolution :
>
>
> "
> Thank you for your really quick answer !
>
> Ok let me give you more information.
>
> I've 2 accounts:
> [image: Images intégrées 1]
>
> - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
> - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
> - - - - - - - - - - - - -
>
> I create a ticket with the account al - I put SLA "Priority 1" (in conf
> file : Response => { BusinessMinutes => 15 },Resolve => { BusinessMinutes
> => 60*4 })
> [image: Images intégrées 2]
> - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
> - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
> - - - - - - - - - - - - - After the creation, this is the what I've got
> in the field Dates. The value in the field Due seems to be wrong. Following
> my business hours (I did the ticket at 17:38pm), I'm expecting the value
> 07:15:00 (arround that time) and not the response value 11:00:00 (Response
> time)
>
> [image: Images intégrées 3]
> - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
> - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
> - - - - - - - - - - - - -
>
> Now I'm connected with admin account and I put a comment (Response):
>
> [image: Images intégrées 4]
> - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
> - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
> - - - - - - - - - - - - -
>
> This is what I see in the property - The due date hasn't changed.
>
> [image: Images intégrées 5]
>
> I hope that It will be helpful for you. I'm here if you need more
> information.
>
> "
> Kind regards / Cordialement
>
>
> Kind regards / Cordialement
>
> *Alexandre Leprevost*
> Project Engineer / Delivery Team
>
>
> 4 rue de l´Abreuvoir
> 92 400 Courbevoie
> France
> al at efficientip.com
> Tel : +33 (0)1 75 84 88 98
> Fax : +33 (0)9 57 88 09 40
> www.efficientip.com
>
>
> 2013/9/30 Alexandre LEPREVOST <al at efficientip.com>
>
>> Thank you for your really quick answer !
>>
>> Ok let me give you more information.
>>
>> I've 2 accounts:
>>
>> [image: Images intégrées 7]
>>
>> - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
>> - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
>> - - - - - - - - - - - - -
>>
>> I create a ticket with the account al - I put SLA "Priority 1" (in conf
>> file : Response => { BusinessMinutes => 15 },Resolve => { BusinessMinutes
>> => 60*4 })
>> [image: Images intégrées 2]
>> - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
>> - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
>> - - - - - - - - - - - - - After the creation, this is the what I've got
>> in the field Dates. The value in the field Due seems to be wrong. Following
>> my business hours (I did the ticket at 17:38pm), I'm expecting the value
>> 07:15:00 (arround that time) and not the response value 11:00:00 (Response
>> time)
>>
>> [image: Images intégrées 3]
>> - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
>> - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
>> - - - - - - - - - - - - -
>>
>> Now I'm connected with admin account and I put a comment (Response):
>>
>> [image: Images intégrées 4]
>> - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
>> - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
>> - - - - - - - - - - - - -
>>
>> This is what I see in the property - The due date hasn't changed.
>>
>> [image: Images intégrées 5]
>> - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
>> - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
>> - - - - - - - - - - - - -
>>
>> To help you as much as possible, this is the configuration on the custom
>> field SLA (used in each ticket to start SLA).
>>
>> [image: Images intégrées 6]
>>
>>
>> I hope that It will be helpful for you. I'm here if you need more
>> information.
>> Kind regards / Cordialement
>>
>> Kind regards / Cordialement
>>
>> *Alexandre Leprevost*
>> Project Engineer / Delivery Team
>>
>>
>> 4 rue de l´Abreuvoir
>> 92 400 Courbevoie
>> France
>> al at efficientip.com
>> Tel : +33 (0)1 75 84 88 98
>> Fax : +33 (0)9 57 88 09 40
>> www.efficientip.com
>>
>>
>> 2013/9/30 Ruslan Zakirov <ruz at bestpractical.com>
>>
>>> Hi,
>>>
>>> I don't understand what you see and what you don't see. May be
>>> screenshot of history of a test ticket would be more helpful.
>>>
>>> How do you test? If you test everything using one login then you will
>>> fail to see any good results.
>>>
>>>
>>>
>>> On Mon, Sep 30, 2013 at 5:32 PM, Alexandre LEPREVOST <al at efficientip.com
>>> > wrote:
>>>
>>>> Hello,
>>>>
>>>> I’m working in software publisher and we need a tool to handle tickets.
>>>> We are studiying some tools and RT seems to be the right one but, I’ve
>>>> trouble with the plugin "RT::Extension::SLA". I’ve followed the tutorial
>>>> (thanks to Ruslan – nice job).
>>>>
>>>> My RT version : RT 4.0.17
>>>>
>>>> What I want to do seems to be simple:
>>>>
>>>> When a ticket is open - we have a Response time (15 min for e.g.).
>>>> After a Response, I'm expecting to switch on Resolve time (4 hours for
>>>> e.g.).
>>>>
>>>>
>>>> *Here a full example (following the configuration file below):*
>>>>
>>>> Open a ticket with the queue 'support' and select the level 'Priority
>>>> 1', I would like to see in Due field : 15 minutes to answer. After this
>>>> action, I would like to see 4 hours to resolve. But unfortunately It
>>>> doesn't work. Either I see the right Response status but I never see the
>>>> Resolve status after an answer or I see the Response time directly.
>>>>
>>>> Set(@Plugins,(qw(RT::Extension::SLA)));
>>>>
>>>> %RT::ServiceAgreements =
>>>> (
>>>> Default => 'Priority 1',
>>>> QueueDefault =>
>>>> {
>>>> 'General' => 'HachIT',
>>>> 'support' => 'Priority 1',
>>>> },
>>>> Levels =>
>>>> {
>>>> 'HachIT' => {
>>>> BusinessHours => 'US1',
>>>> Response => { BusinessMinutes => 15 },
>>>> Resolve => { BusinessMinutes => 60*4 },
>>>> },
>>>> 'Priority 1' => {
>>>> BusinessHours => 'Europe1',
>>>> Response => { BusinessMinutes => 15 },
>>>> Resolve => { BusinessMinutes => 60*4 },
>>>> },
>>>> 'Priority 2' => {
>>>> BusinessHours => 'Europe1',
>>>> Response => { BusinessMinutes => 30 },
>>>> Resolve => { BusinessMinutes => 60*8*4 },
>>>> },
>>>> 'Priority 3' => {
>>>> BusinessHours => 'Europe1',
>>>> Response => { BusinessMinutes => 45 },
>>>> Resolve => { BusinessMinutes => 60*8*20 },
>>>> },
>>>> },
>>>> );
>>>>
>>>> %RT::ServiceBusinessHours =
>>>> (
>>>> 'US1' =>
>>>> {
>>>> 0 => { Name => 'Sunday', Start => undef, End => undef },
>>>> 1 => { Name => 'Monday', Start => '15:00', End => '23:59' },
>>>> 2 => { Name => 'Tuesday', Start => '15:00', End => '23:59' },
>>>> 3 => { Name => 'Wednesday', Start => '15:00', End => '23:59' },
>>>> 4 => { Name => 'Thursday', Start => '15:00', End => '23:59' },
>>>> 5 => { Name => 'Friday', Start => '15:00', End => '23:59' },
>>>> 6 => { Name => 'Saturday', Start => undef, End => undef},
>>>> },
>>>> 'Europe1' =>
>>>> {
>>>> 0 => { Name => 'Sunday', Start => undef, End => undef },
>>>> 1 => { Name => 'Monday', Start => '07:00', End => '17:00' },
>>>> 2 => { Name => 'Tuesday', Start => '07:00', End => '17:00' },
>>>> 3 => { Name => 'Wednesday', Start => '07:00', End => '17:00' },
>>>> 4 => { Name => 'Thursday', Start => '07:00', End => '17:00' },
>>>> 5 => { Name => 'Friday', Start => '07:00', End => '17:00' },
>>>> 6 => { Name => 'Saturday', Start => undef, End => undef},
>>>> },
>>>> );
>>>>
>>>> Am I wrong ? Did I miss something ? We are 3 peoples here and nobody
>>>> understand this behavior. I hope you will be available to help me. I'm
>>>> available as much as possible If you need my time.
>>>>
>>>> Best regards
>>>>
>>>> Alexandre
>>>> Kind regards / Cordialement
>>>>
>>>> *Alexandre Leprevost*
>>>> Project Engineer / Delivery Team
>>>>
>>>>
>>>> 4 rue de l´Abreuvoir
>>>> 92 400 Courbevoie
>>>> France
>>>> al at efficientip.com
>>>> Tel : +33 (0)1 75 84 88 98
>>>> Fax : +33 (0)9 57 88 09 40
>>>> www.efficientip.com
>>>>
>>>
>>>
>>>
>>> --
>>> Best regards, Ruslan.
>>>
>>
>>
>
--
Best regards, Ruslan.
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