[rt-users] Due date does not change when back from stalled with a reply
Asif Iqbal
vadud3 at gmail.com
Thu Jan 15 12:08:36 EST 2015
On Mon, Nov 17, 2014 at 11:41 AM, Asif Iqbal <vadud3 at gmail.com> wrote:
>
>
> On Fri, Nov 14, 2014 at 2:10 PM, Asif Iqbal <vadud3 at gmail.com> wrote:
>
>> Hi All
>>
>> I am not able to reset the due date with following definition
>>
>> Set(%ServiceAgreements,
>> Default => '7d',
>> QueueDefault => {
>> 'Circuits' => '10d',
>> 'Handover' => '2h',
>> },
>> Levels => {
>> '10d' => {
>> BusinessHours => 'work',
>> Resolve => { BusinessMinutes => 60*12*10, IgnoreOnStatuses
>> => ['stalled'] },
>> },
>> '2h' => {
>> BusinessHours => 'work',
>> Resolve => { BusinessMinutes => 60*2 },
>> },
>> },
>> );
>>
>>
>> Ticket due date for 'Circuits' queue changes to unset when changed to
>> 'stalled'.
>>
>> But when a reply opens the ticket, the Due date goes back to original
>> instead of reset
>>
>> Any idea what I am doing wrong?
>>
>>
>>
>
> I still like some suggestions on this. Any hint is appreciated.
>
>
I made some changes.
Set(%ServiceAgreements,
Default => '7d',
QueueDefault => {
'BrasHandover' => '10d',
'HostHandover' => '10d',
'IPHandover' => '10d',
'IPBB_Circuit-Handover' => '2hany',
},
Levels => {
'10d' => {
BusinessHours => 'work',
Response => { BusinessMinutes => 60*12*10 },
Resolve => { BusinessMinutes => 60*12*10 },
KeepInLoop => { BusinessMinutes => 60*12*10, IgnoreOnStatuses =>
['stalled', 'rejected'] },
},
'2h' => {
BusinessHours => 'work',
Response => { BusinessMinutes => 60*2 },
Resolve => { BusinessMinutes => 60*2 },
KeepInLoop => { BusinessMinutes => 60*2, IgnoreOnStatuses =>
['stalled', 'rejected'] },
},
'2hany' => {
StartImmediately => 1,
Response => { RealMinutes => 60*2 },
Resolve => { RealMinutes => 60*2 },
KeepInLoop => { RealMinutes => 60*2, IgnoreOnStatuses => ['stalled',
'rejected'] },
},
},
);
So when someone from the group reject the ticket and the ticket
requestor replies to it, it does re-open the ticket, but the due date did
not change
This has been hurting our matrix for over 2 months since when we started
collecting data.
Any suggestion or hint on why due date not changing would be appreciated
--
Asif Iqbal
PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu
A: Because it messes up the order in which people normally read text.
Q: Why is top-posting such a bad thing?
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