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

[Ruslan Zakirov]

On Tue, Oct 1, 2013 at 7:14 PM, Alexandre LEPREVOST <al at efficientip.com>wrote:

> Ok Ruslan,
>
> We are going to create group/user with no admin right and we'll try it
> again. I hope It will be better.
>

It's not about rights, it's not about groups. It's about requestors! Open
"Create a new ticket" and find "Requestors" input field. It must be filled
with at least one user when you test and this user must reply at least once
to the ticket for you to see the effect.


>
> You were very helpful. If we find something else, we'll contact you.
>
> Many thank you for your help Ruslan !
>
> 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
>
>
> 2013/10/1 Ruslan Zakirov <ruz at bestpractical.com>
>
>>
>>
>>
>> On Tue, Oct 1, 2013 at 6:29 PM, Abdallah TABI <at at efficientip.com> wrote:
>>
>>> 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.
>>>
>>>
>> I don't know how else to explain it. SLA extension uses lists of
>> Requestors to decide who is who. If you create a ticket as Admin with Admin
>> user as requestor (this part is VERY important) of the ticket then Admin is
>> the one who requested the ticket and then Reply deadline will be set.
>>
>>
>>
>>> *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
>>> Fax : +33 (0)9 57 88 09 40
>>> www.efficientip.com*
>>>
>>>
>>> 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.
>>>>
>>>
>>>
>>
>>
>> --
>> Best regards, Ruslan.
>>
>
>


-- 
Best regards, Ruslan.
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