[rt-users] Testing SLA extension

[Guadagnino Cristiano]

Hi all,
I am configuring some new queues for a division that wants to use RT too.

They work with SLAs, so I am testing the usage of the SLA extension.

I installed it, but I have some difficulties adapting it to the way they work.
They want to have this kind of SLA: when a ticket with a particular pattern in the object arrives, they want to have a work-day to take it, and another work-day to resolve it.

I have RT::Extension::ExtractCustomFieldValues to scan the subject of incoming emails and set the SLA CF accordingly. This is working correctly.

Here is my RT::Extension::SLA configuration:

# For RT-Extension-SLA
%RT::ServiceAgreements = (
        Default => 'NoSLA',
        QueueDefault => {
                'SicurezzaLogica' => 'NoSLA',
        },
        Levels => {
                'NoSLA' => { Resolve => { BusinessMinutes => 60*24*365*5 } },
                'Standard' => {
                        BusinessHours => 'Default',
                        Starts => { BusinessMinutes => 60*8 },
                        Resolve => { BusinessMinutes => 60*8 },
                },
        },
);
%RT::ServiceBusinessHours = (
        'Default' => {
                1 => { Name => 'Lunedì',    Start => '8:05', End => '16:46', Breaks => [ { Start => '13:05', End => '14:15' } ] },
                2 => { Name => 'Martedì',   Start => '8:05', End => '16:46', Breaks => [ { Start => '13:05', End => '14:15' } ] },
                3 => { Name => 'Mercoledì', Start => '8:05', End => '16:46', Breaks => [ { Start => '13:05', End => '14:15' } ] },
                4 => { Name => 'Giovedì',   Start => '8:05', End => '16:46', Breaks => [ { Start => '13:05', End => '14:15' } ] },
                5 => { Name => 'Venerdì',   Start => '8:05', End => '16:46', Breaks => [ { Start => '13:05', End => '14:15' } ] },
                holidays => [qw(01-01 01-06 04-05 04-06 04-25 05-01 06-02 08-15 11-01 12-08 12-25 )],
        },
);
# End RT-Extension-SLA

When I create a test ticket with the "magic" word in the subject, i get this:

The RT System itself - SLA NoSLA added
The RT System itself - Starts changed from Not set to 2015-03-11 10:51:23
The RT System itself - changed SLA NoSLA to Standard
The RT System itself - Due changed from Not set to 2015-03-12 11:20:23
The RT System itself - Starts changed from 2015-03-11 10:51:23 to 2015-03-12 11:20:23

(hand translated from italian)

This is correct, but then when I take that ticket, the due date is not changed again.
Is this correct?
Is it possible to configure the SLA extension to work the way they want?

Thank you in advance for any help.
Cris

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