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

[Alexandre LEPREVOST]

Yes sorry you're right !

I had in my 2 users the mail and now the field requestor is filled by
default with the mail and the expected behavior works !
Now i'm going to test IgnoreOnStatus to see if we can stop SLA on specific
ticket status.

Many thanks for your time and your advices, it was very helpful.

Have a nice day

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 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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