Hi GreenJimll
Thanks for the response.
I had only done a httpd reload initially but I’ve also done as you suggested and cleared the mason cache
# rm -Rf /usr/local/rt4/var/mason_data/obj/*
then restarted the web server but that hasn’t helped.
FYI - I’ve enabled debug logging as well but I haven’t seen any entries related to SLAs or any errors in particular. We’ve also recently upgraded from version 4.4.1 to 4.4.3 and hadn’t implemented SLAs till now.
Please see the full RT_SiteConfig.pm file below:
$ENV{'MYSQL_UNIX_PORT'} = '/var/lib/mysql/mysql.sock';
Set($rtname, 'Company');
Set($Organization, "Company");
Set($WebDomain, "rt.company1");
Set($OwnerEmail , 'rt@company1.com');
Set($EmailSubjectTagRegex, qr/(?:company1\.com|company2\.com)/i);
Set($CorrespondAddress, 'support@company.com');
Set($CommentAddress, 'rt-comment@company.com');
Set($RTAddressRegexp , '^(development|development-comment|rt|rt-comment|support|support-
comment|miscellaneous|miscellaneous-comment|cm|cm-comment|test|test-
comment|internal|internal-comment)?\@(company1\.com\|company2\.com)$');
Set($Timezone , 'Time/Zone');
Set(@LogToSyslogConf, facility => 'local0');
#Set($LogToFile , 'debug');
#Set($LogDir, '/var/log/');
#Set($LogToFileNamed , "rt.log");
Set($WebPort, 443);
Set($UseFriendlyToLine, 1);
Set($LogoLinkURL, "http://www.company.com");
Set($WebDefaultStylesheet, "aileron");
Set($HomepageComponents, [qw(QuickCreate Quicksearch MyAdminQueues MySupportQueues
MyReminders RefreshHomepage Dashboards)]);
Set($SetOutgoingMailFrom, 1);
Set($UsernameFormat, "concise");
Set($MailPlugins, 'Auth::MailFrom', 'Auth::Crypt');
Set($RestrictReferrer, 0);
Set($DatabaseType, "mysql");
Set($DatabaseHost, "db_host");
Set($DatabaseRTHost, "db_host");
Set($DatabaseUser, "rt");
Set($DatabasePassword, q{password});
Set(%GnuPG,
Enable => 1,
GnuPG => 'gpg',
Passphrase => password,
OutgoingMessagesFormat => "RFC",
);
Set( %ServiceAgreements, (
Default => '4h',
Levels => {
'4h' => { Resolve => { Starts => { BusinessMinutes => 0 }, BusinessMinutes => 60*4,
IgnoreOnStatuses => [ 'stalled', 'handover', 'no_access_to_site', 'rejected', 'resolved',
'cancelled', 'user_unavailable', 'offline' ] }, BusinessHours => 'Default', },
'8h' => { Resolve => { Starts => { BusinessMinutes => 0 }, BusinessMinutes => 60*8,
IgnoreOnStatuses => [ 'stalled', 'handover', 'no_access_to_site', 'rejected', 'resolved',
'cancelled', 'user_unavailable', 'offline' ] }, BusinessHours => 'Default', },
'48h' => { Resolve => { Starts => { BusinessMinutes => 0 }, BusinessMinutes => 60*48,
IgnoreOnStatuses => [ 'stalled', 'handover', 'no_access_to_site', 'rejected', 'resolved',
'cancelled', 'user_unavailable', 'offline' ] }, BusinessHours => 'Default', },
'72h' => { Resolve => { Starts => { BusinessMinutes => 0 }, BusinessMinutes => 60*72,
IgnoreOnStatuses => [ 'stalled', 'handover', 'no_access_to_site', 'rejected', 'resolved',
'cancelled', 'user_unavailable', 'offline' ] }, BusinessHours => 'Default', },
},
));
Set( %ServiceBusinessHours, (
'Default' => {
1 => { Name => 'Monday', Start => '8:00', End => '17:00' },
2 => { Name => 'Tuesday', Start => '8:00', End => '17:00' },
3 => { Name => 'Wednesday', Start => '8:00', End => '17:00' },
4 => { Name => 'Thursday', Start => '8:00', End => '17:00' },
5 => { Name => 'Friday', Start => '8:00', End => '17:00' },
holidays => [qw(01-01 03-21 2019-04-19 2019-04-22 04-27 05-01 06-16 08-09 09-24 12-16
12-25 12-26)],
},
));
Set(%Lifecycles,
default => {
initial => [ 'new' ],
active => [ 'assigned', 'offline', 'user_unavailable', 'no_access_to_site', 'soc_confrm', 'seclvl_res', 'escalate', 'vendor_escalate' ],
inactive => [ 'resolved', 'handover', 'cancelled', 'rejected', 'stalled' ],
defaults => {
on_create => 'new',
on_merge => 'resolved',
approved => 'assigned',
denied => 'rejected',
reminder_on_open => 'assigned',
reminder_on_resolve => 'resolved',
},
transitions => {
'' => [qw(new)],
new => [qw(assigned)],
assigned => [qw(new stalled resolved rejected)],
stalled => [qw(new assigned rejected resolved)],
rejected => [qw(resolved)],
escalate => [qw(resolved cancelled vendor_escalate)],
vendor_escalate => [qw(resolved cancelled)],
assigned => [qw(soc_confrm offline user_unavailable seclvl_res escalate vendor_escalate cancelled resolved rejected no_access_to_site)],
offline => [qw(assigned cancelled rejected)],
soc_confrm => [qw(seclvl_res cancelled resolved rejected)],
seclvl_res => [qw(cancelled resolved rejected handover escalate)],
cancelled => [qw(resolved)],
escalate => [qw(rejected handover resolved)],
vendor_escalate => [qw(rejected handover resolved)],
no_access_to_site => [qw(rejected handover resolved)],
user_unavailable => [qw(assigned)],
cancelled => [qw(assigned)],
},
rights => {
'* -> *' => 'ModifyTicket',
'cancelled -> assigned' => 'ReopenTicket',
},
actions => [
'new -> assigned' => {
label => 'Open It',
update => 'Respond',
},
'new -> resolved' => {
label => 'Resolve',
update => 'Comment',
},
'new -> rejected' => {
label => 'Reject',
update => 'Respond',
},
'assigned -> stalled' => {
label => 'Stall',
update => 'Comment',
},
'assigned -> resolved' => {
label => 'Resolve',
update => 'Comment',
},
'assigned -> rejected' => {
label => 'Reject',
update => 'Respond',
},
'stalled -> assigned' => {
label => 'Open It',
},
'resolved -> assigned' => {
label => 'Re-open',
update => 'Comment',
},
'rejected -> assigned' => {
label => 'Re-open',
update => 'Comment',
},
],
},
security => {
initial => [ 'new' ],
active => [ 'open', 'stalled' ],
inactive => [ 'resolved', 'rejected', 'deleted' ],
defaults => {
on_create => 'new',
on_merge => 'resolved',
approved => 'open',
denied => 'rejected',
reminder_on_open => 'open',
reminder_on_resolve => 'resolved',
},
transitions => {
'' => [qw(new open resolved)],
new => [qw(open stalled resolved rejected deleted)],
open => [qw(new stalled resolved rejected deleted)],
stalled => [qw(new open rejected resolved deleted)],
resolved => [qw(new open stalled rejected deleted)],
rejected => [qw(new open stalled resolved deleted)],
deleted => [qw(new open stalled rejected resolved)],
},
rights => {
'* -> deleted' => 'DeleteTicket',
'* -> *' => 'ModifyTicket',
},
actions => [
'new -> open' => {
label => 'Open It',
update => 'Respond',
},
'new -> resolved' => {
label => 'Resolve',
update => 'Comment',
},
'new -> rejected' => {
label => 'Reject',
update => 'Respond',
},
'new -> deleted' => {
label => 'Delete',
},
'open -> stalled' => {
label => 'Stall',
update => 'Comment',
},
'open -> resolved' => {
label => 'Resolve',
update => 'Comment',
},
'open -> rejected' => {
label => 'Reject',
update => 'Respond',
},
'stalled -> open' => {
label => 'Open It',
},
'resolved -> open' => {
label => 'Re-open',
update => 'Comment',
},
'rejected -> open' => {
label => 'Re-open',
update => 'Comment',
},
'deleted -> open' => {
label => 'Undelete',
},
],
},
approvals => {
initial => [ 'new' ],
active => [ 'open', 'stalled' ],
inactive => [ 'resolved', 'rejected', 'deleted' ],
defaults => {
on_create => 'new',
on_merge => 'resolved',
reminder_on_open => 'open',
reminder_on_resolve => 'resolved',
},
transitions => {
'' => [qw(new open resolved)],
new => [qw(open stalled resolved rejected deleted)],
open => [qw(new stalled resolved rejected deleted)],
stalled => [qw(new open rejected resolved deleted)],
resolved => [qw(new open stalled rejected deleted)],
rejected => [qw(new open stalled resolved deleted)],
deleted => [qw(new open stalled rejected resolved)],
},
rights => {
'* -> deleted' => 'DeleteTicket',
'* -> rejected' => 'ModifyTicket',
'* -> *' => 'ModifyTicket',
},
actions => [
'new -> open' => {
label => 'Open It',
update => 'Respond',
},
'new -> resolved' => {
label => 'Resolve',
update => 'Comment',
},
'new -> rejected' => {
label => 'Reject',
update => 'Respond',
},
'new -> deleted' => {
label => 'Delete',
},
'open -> stalled' => {
label => 'Stall',
update => 'Comment',
},
'open -> resolved' => {
label => 'Resolve',
update => 'Comment',
},
'open -> rejected' => {
label => 'Reject',
update => 'Respond',
},
'stalled -> open' => {
label => 'Open It',
},
'resolved -> open' => {
label => 'Re-open',
update => 'Comment',
},
'rejected -> open' => {
label => 'Re-open',
update => 'Comment',
},
'deleted -> open' => {
label => 'Undelete',
},
],
},
);
1;
Thanks