Due date does not change when back from stalled with a reply

RT Users
1

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 => 601210, 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?

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?

2

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 => 601210, 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.

–
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?

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?

3

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 => 601210, 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 => 601210 },
Resolve => { BusinessMinutes => 601210 },
KeepInLoop => { BusinessMinutes => 601210, IgnoreOnStatuses =>
[‘stalled’, ‘rejected’] },
},
‘2h’ => {
BusinessHours => ‘work’,
Response => { BusinessMinutes => 602 },
Resolve => { BusinessMinutes => 602 },
KeepInLoop => { BusinessMinutes => 602, IgnoreOnStatuses =>
[‘stalled’, ‘rejected’] },
},
‘2hany’ => {
StartImmediately => 1,
Response => { RealMinutes => 602 },
Resolve => { RealMinutes => 602 },
KeepInLoop => { RealMinutes => 602, 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?