[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?
-------------- next part --------------
An HTML attachment was scrubbed...
URL: <http://lists.bestpractical.com/pipermail/rt-users/attachments/20150115/376cc6ff/attachment.html>


More information about the rt-users mailing list