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

Alexandre LEPREVOST al at efficientip.com
Mon Sep 30 11:46:19 EDT 2013


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.
>
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