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List: rt-users
Subject: Re: [rt-users] Need help with the plugin RT::Extension::SLA
From: Alexandre LEPREVOST <al () efficientip ! com>
Date: 2013-09-30 15:46:19
Message-ID: CADRn1OUOiXEugGg0YRNuf5YAeuy2X1VNhA9pqrtR+fT7b6Sm2g () mail ! gmail ! com
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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@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@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@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@efficientip.com
>> Tel : +33 (0)1 75 84 88 98
>> Fax : +33 (0)9 57 88 09 40
>> www.efficientip.com
>>
>
>
>
> --
> Best regards, Ruslan.
>
[Attachment #7 (text/html)]
<div dir="ltr"><div><div>Thank you for your really quick answer !<br><br></div>Ok let \
me give you more information. <br><br>I've 2 accounts: <br><br><img alt=""><img \
alt="Images intégrées 7" src="cid:ii_1416f8b3763acbb8"><br>
<br></div>- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
- - - - - - - - - - - - - - - <br><br>I create a ticket with the account
al - I put SLA "Priority 1" (in conf file : Response => {
BusinessMinutes => 15 },Resolve => { BusinessMinutes => 60*4
})<br>
<img alt=""><img alt="Images intégrées 2" src="cid:ii_1416f847f3446257"><br \
clear="all"> <div><h4 style="font-weight:normal">- - - - - - - - - - - - - - - - - - \
- - - - - - - - - - - - - - - - - - -
- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
- - - - - - - - - - - - - - - </h4><h4 style="font-weight:normal">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)<br>
</h4><p><img alt="Images intégrées 3" src="cid:ii_1416f853ad81a1fe" height="206" \
width="442"><img alt=""></p> <h4 style="font-weight:normal">- - - - - - - - - - - - - \
- - - - - - - - - - - - - - - - - - - - - - - -
- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
- - - - - - - - - - - - - - - </h4><p>Now I'm connected with admin account and I \
put a comment (Response):</p><p><img alt="Images intégrées 4" \
src="cid:ii_1416f8834c7cf51d" height="290" width="442"><img alt=""></p> <h4 \
style="font-weight:normal"><span></span></h4><h4 style="font-weight:normal">- - - - - \
- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
- - - - - - - - - - - - - - - </h4><p>This is what I see in the property - The due \
date hasn't changed.<br></p><p><img alt="Images intégrées 5" \
src="cid:ii_1416f89075e19acf" height="206" width="442"><img alt=""></p> <h4 \
style="font-weight:normal">- - - - - - - - - - - - - - - - - - - - - - - - - - - - - \
- - - - - - - -
- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
- - - - - - - - - - - - - - - </h4><p>To help you as much as possible, this is the \
configuration on the custom field SLA (used in each ticket to start \
SLA).<br></p><p><img alt="Images intégrées 6" src="cid:ii_1416f8a40dbcdd8b"><img \
alt=""></p>
<p><br></p><p>I hope that It will be helpful for you. I'm here if you need more \
information.</p><h4 style="font-weight:normal"><span>Kind regards </span>/ \
Cordialement</h4></div><div class="gmail_extra"><br clear="all">
<div><h4 style="font-weight:normal"><span>Kind regards </span>/ \
Cordialement<br><br><b>Alexandre Leprevost</b><br></h4> Project Engineer / Delivery \
Team<p> <img src="http://www.efficientip.com/templates/efficientip/images/efficientip_logo.png" \
height="48" width="173"><br> </p><h6>
4 rue de l´Abreuvoir<br>
92 400 Courbevoie<br>
France<br>
<a href="mailto:al@efficientip.com" target="_blank">al@efficientip.com</a><br>
Tel : +33 (0)1 75 84 88 98<br>
Fax : +33 (0)9 57 88 09 40<br>
<a href="http://www.efficientip.com/" \
target="_blank">www.efficientip.com</a></h6></div> <br><br><div \
class="gmail_quote">2013/9/30 Ruslan Zakirov <span dir="ltr"><<a \
href="mailto:ruz@bestpractical.com" \
target="_blank">ruz@bestpractical.com</a>></span><br><blockquote \
class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc \
solid;padding-left:1ex">
<div dir="ltr"><div>Hi,</div><div><br></div><div>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.</div><div><br></div><div>How do you test? If you test everything using \
one login then you will fail to see any good results.<br>
</div><div><br></div></div><div class="gmail_extra"><div><div class="h5"><br><br><div \
class="gmail_quote">On Mon, Sep 30, 2013 at 5:32 PM, Alexandre LEPREVOST <span \
dir="ltr"><<a href="mailto:al@efficientip.com" \
target="_blank">al@efficientip.com</a>></span> wrote:<br>
<blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc \
solid;padding-left:1ex"><div dir="ltr">Hello,<br><br>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).<br>
<br>My RT version : RT 4.0.17<br><br>What I want to do seems to be \
simple:<br><br>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.).<br>
<br><br><u>Here a full example (following the configuration file \
below):</u><br><br>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.<br>
<br>Set(@Plugins,(qw(RT::Extension::SLA)));<br><br>%RT::ServiceAgreements =<br>(<br> \
Default => 'Priority 1',<br> QueueDefault =><br> {<br> \
'General' => 'HachIT',<br> 'support' => \
'Priority 1',<br>
},<br> Levels =><br> {<br> 'HachIT' => {<br> \
BusinessHours => 'US1',<br> Response => { BusinessMinutes \
=> 15 },<br> Resolve => { BusinessMinutes => 60*4 },<br>
},<br> 'Priority 1' => {<br> \
BusinessHours => 'Europe1',<br> Response => { \
BusinessMinutes => 15 },<br> Resolve => { BusinessMinutes => \
60*4 },<br>
},<br> 'Priority 2' => {<br> BusinessHours => \
'Europe1',<br> Response => { BusinessMinutes => 30 },<br> \
Resolve => { BusinessMinutes => 60*8*4 },<br>
},<br> 'Priority 3' => {<br> BusinessHours => \
'Europe1',<br> Response => { BusinessMinutes => 45 },<br> \
Resolve => { BusinessMinutes => 60*8*20 },<br>
},<br> },<br>);<br><br>%RT::ServiceBusinessHours =<br>(<br> \
'US1' =><br> {<br> 0 => { Name => 'Sunday', Start \
=> undef, End => undef },<br> 1 => { Name => 'Monday', \
Start => '15:00', End => '23:59' },<br>
2 => { Name => 'Tuesday', Start => '15:00', End \
=> '23:59' },<br> 3 => { Name => 'Wednesday', Start \
=> '15:00', End => '23:59' },<br>
4 => { Name => 'Thursday', Start => '15:00', End \
=> '23:59' },<br> 5 => { Name => 'Friday', Start => \
'15:00', End => '23:59' },<br> 6 => { Name => \
'Saturday', Start => undef, End => undef},<br> },<br> \
'Europe1' =><br>
{<br> 0 => { Name => 'Sunday', Start => undef, End => \
undef },<br> 1 => { Name => 'Monday', Start => \
'07:00', End => '17:00' },<br> 2 => { Name => \
'Tuesday', Start => '07:00', End => '17:00' },<br>
3 => { Name => 'Wednesday', Start => '07:00', End \
=> '17:00' },<br> 4 => { Name => 'Thursday', Start \
=> '07:00', End => '17:00' },<br>
5 => { Name => 'Friday', Start => '07:00', End => \
'17:00' },<br> 6 => { Name => 'Saturday', Start => \
undef, End => undef},<br> },<br>);<br><br>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.<br>
<br>Best regards<br><br>Alexandre<br clear="all"><div><h4 \
style="font-weight:normal"><span>Kind regards </span>/ \
Cordialement<br><br><b>Alexandre Leprevost</b><br></h4> Project Engineer / Delivery \
Team<p> <img height="48" width="173"><br>
</p><h6>
4 rue de l´Abreuvoir<br>
92 400 Courbevoie<br>
France<br>
<a href="mailto:al@efficientip.com" target="_blank">al@efficientip.com</a><br>
Tel : <a href="tel:%2B33%20%280%291%2075%2084%2088%2098" value="+33175848898" \
target="_blank">+33 (0)1 75 84 88 98</a><br> Fax : <a \
href="tel:%2B33%20%280%299%2057%2088%2009%2040" value="+33957880940" \
target="_blank">+33 (0)9 57 88 09 40</a><br> <a href="http://www.efficientip.com/" \
target="_blank">www.efficientip.com</a></h6></div> </div>
</blockquote></div><br><br clear="all"><div><br></div></div></div><span \
class="HOEnZb"><font color="#888888">-- <br>Best regards, Ruslan. \
</font></span></div> </blockquote></div><br></div></div>
--e89a8f2346352c73ac04e79bbf06--
["creation_date.png" (image/png)]
["customfield.png" (image/png)]
["creation.png" (image/png)]
["user.png" (image/png)]
["answer_date.png" (image/png)]
["answer.png" (image/png)]
--
RT Training in New York, October 8th and 9th: http://bestpractical.com/training
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