Due dates

I installed rt4.4.0

When I configure queue, there is no place to input due dates. Instead there
are fields “Starts” and “Due” which can be fill in a date such as
"2016-04-15 00:00:00". I did a test creating a ticket, the due date is what
I set in that fields.

What I need is setting duedate such as 3 days after tickets created.

I also use SLA. It can set a duetime in RT_Siteconif.pm for all queues, But
I need set different duedates for different queues.

View this message in context: http://requesttracker.8502.n7.nabble.com/Due-dates-tp61729.html

Le 15/04/2016 04:11, Steven H a �crit :

I installed rt4.4.0

When I configure queue, there is no place to input due dates. Instead there
are fields “Starts” and “Due” which can be fill in a date such as
"2016-04-15 00:00:00". I did a test creating a ticket, the due date is what
I set in that fields.

What I need is setting duedate such as 3 days after tickets created.

I also use SLA. It can set a duetime in RT_Siteconif.pm for all queues, But
I need set different duedates for different queues.

look at “QueueDefault” here
https://docs.bestpractical.com/rt/4.4.0/RT_Config.html#SLA, it’s what
you need.

though this information is missing from
https://docs.bestpractical.com/rt/4.4.0/customizing/sla.html.

Easter-eggs Sp�cialiste GNU/Linux
44-46 rue de l’Ouest - 75014 Paris - France - M�tro Gait�
Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 43 35 00 76
mailto:elacour@easter-eggs.com - http://www.easter-eggs.com

Hi

We have managed this by setting up different SLAs for different queues.

It was really fiddly and took lots of trial and error but we now have 5
different sets of SLAS - we have default 1 and default 2 which apply to the
majority of our Queues and then I have 3 bespoke ones.

Each SLA set has a different set of “business hours” and 4 or 5 SLA levels.

Each level sets a due date based on the business or real hours defined
within the SLA level.

We have 5 SLA custom fields each with the defined SLA levels -each Custom
field has to be called “SLA” but then within each we have different names
for the levels defined the thing you have to ensure is that each SLA level
has a unique name. We define the correct SLA for each QUEUE set by
allocating the relevant SLA Custom Field.

Does that help - or do you need to see some examples?

Regards

Sally

Sally Ainsley | Lifecycle Software |-----Original Message-----
From: rt-users [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf
Of Steven H
Sent: 15 April 2016 03:11
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Due dates

I installed rt4.4.0

When I configure queue, there is no place to input due dates. Instead there
are fields “Starts” and “Due” which can be fill in a date such as
"2016-04-15 00:00:00". I did a test creating a ticket, the due date is what
I set in that fields.

What I need is setting duedate such as 3 days after tickets created.

I also use SLA. It can set a duetime in RT_Siteconif.pm for all queues, But
I need set different duedates for different queues.

View this message in context:
http://requesttracker.8502.n7.nabble.com/Due-dates-tp61729.html
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training

  • Washington DC - May 23 & 24, 2016

Hi

We have managed this by setting up different SLAs for different queues.

It was really fiddly and took lots of trial and error but we now have 5
different sets of SLAS - we have default 1 and default 2 which apply to the
majority of our Queues and then I have 3 bespoke ones.

Each SLA set has a different set of “business hours” and 4 or 5 SLA levels.

Each level sets a due date based on the business or real hours defined
within the SLA level.

We have 5 SLA custom fields each with the defined SLA levels -each Custom
field has to be called “SLA” but then within each we have different names
for the levels defined the thing you have to ensure is that each SLA level
has a unique name. We define the correct SLA for each QUEUE set by
allocating the relevant SLA Custom Field.

Does that help - or do you need to see some examples?

Sally
Now that you shouldn’t have offered :slight_smile:

Could you post an example, I’m interested in something like that and I’m
trying to get managment interested in changing bad habits :slight_smile:

Regards,

Joop

Yes, I’d like to have some examples, please.

View this message in context: http://requesttracker.8502.n7.nabble.com/Due-dates-tp61729p61737.html

Emmanuel Lacour wrote

I installed rt4.4.0

When I configure queue, there is no place to input due dates. Instead
there
are fields “Starts” and “Due” which can be fill in a date such as
"2016-04-15 00:00:00". I did a test creating a ticket, the due date is
what
I set in that fields.

What I need is setting duedate such as 3 days after tickets created.

I also use SLA. It can set a duetime in RT_Siteconif.pm for all queues,
But
I need set different duedates for different queues.

look at “QueueDefault” here
https://docs.bestpractical.com/rt/4.4.0/RT_Config.html#SLA, it’s what
you need.

though this information is missing from
https://docs.bestpractical.com/rt/4.4.0/customizing/sla.html.


Easter-eggs Spécialiste GNU/Linux
44-46 rue de l’Ouest - 75014 Paris - France - Métro Gaité
Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 43 35 00 76
mailto:

elacour@


RT 4.4 and RTIR Training Sessions https://bestpractical.com/training

  • Washington DC - May 23 & 24, 2016

Emmanuel Lacour wrote> Le 15/04/2016 04:11, Steven H a écrit :

I installed rt4.4.0

When I configure queue, there is no place to input due dates. Instead
there
are fields “Starts” and “Due” which can be fill in a date such as
"2016-04-15 00:00:00". I did a test creating a ticket, the due date is
what
I set in that fields.

What I need is setting duedate such as 3 days after tickets created.

I also use SLA. It can set a duetime in RT_Siteconif.pm for all queues,
But
I need set different duedates for different queues.

look at “QueueDefault” here
https://docs.bestpractical.com/rt/4.4.0/RT_Config.html#SLA, it’s what
you need.

though this information is missing from
https://docs.bestpractical.com/rt/4.4.0/customizing/sla.html.


Easter-eggs Spécialiste GNU/Linux
44-46 rue de l’Ouest - 75014 Paris - France - Métro Gaité
Phone: +33 (0) 1 43 35 00 37 - Fax: +33 (0) 1 43 35 00 76
mailto:elacour@easter-eggs.com - http://www.easter-eggs.com

RT 4.4 and RTIR Training Sessions https://bestpractical.com/training

  • Washington DC - May 23 & 24, 2016

Quoted from:
http://requesttracker.8502.n7.nabble.com/Due-dates-tp61729p61730.html

Thanks, it works https://docs.bestpractical.com/rt/4.4.0/RT_Config.html#SLA
.

View this message in context: http://requesttracker.8502.n7.nabble.com/Due-dates-tp61729p61738.html

Sally Ainsley wrote

Hi

We have managed this by setting up different SLAs for different queues.

It was really fiddly and took lots of trial and error but we now have 5
different sets of SLAS - we have default 1 and default 2 which apply to
the
majority of our Queues and then I have 3 bespoke ones.

Each SLA set has a different set of “business hours” and 4 or 5 SLA
levels.

Each level sets a due date based on the business or real hours defined
within the SLA level.

We have 5 SLA custom fields each with the defined SLA levels -each Custom
field has to be called “SLA” but then within each we have different names
for the levels defined the thing you have to ensure is that each SLA level
has a unique name. We define the correct SLA for each QUEUE set by
allocating the relevant SLA Custom Field.

Does that help - or do you need to see some examples?

Regards

Sally

Sally Ainsley | Lifecycle Software |

-----Original Message-----
From: rt-users [mailto:

rt-users-bounces@.bestpractical

] On Behalf
Of Steven H
Sent: 15 April 2016 03:11
To:

rt-users@.bestpractical

Subject: [rt-users] Due dates

I installed rt4.4.0

When I configure queue, there is no place to input due dates. Instead
there
are fields “Starts” and “Due” which can be fill in a date such as
"2016-04-15 00:00:00". I did a test creating a ticket, the due date is
what
I set in that fields.

What I need is setting duedate such as 3 days after tickets created.

I also use SLA. It can set a duetime in RT_Siteconif.pm for all queues,
But
I need set different duedates for different queues.


View this message in context:
http://requesttracker.8502.n7.nabble.com/Due-dates-tp61729.html
Sent from the Request Tracker - User mailing list archive at Nabble.com.

RT 4.4 and RTIR Training Sessions https://bestpractical.com/training

  • Washington DC - May 23 & 24, 2016

RT 4.4 and RTIR Training Sessions https://bestpractical.com/training

  • Washington DC - May 23 & 24, 2016

I’m interest in how you do this. I think it is convenient to change params
from admin control panel

View this message in context: http://requesttracker.8502.n7.nabble.com/Due-dates-tp61729p61739.html

Hi Steve, Joop, All

This is the code we use for the SLAs - it is not perfect and took some trial
and error but it is setting appropriate due dates for us . I have had to
de-sensitise but hopefully you will be able to follow the ideas. (We have
not been able to get any sort of Stop the Clock functionality implemented -
there are some previous threads about this but we could not get any to work

  • to get around this we have introduced a Custom Field called SLA note - our
    managers can fill this in if the DUE DATE is passed to explain why the issue
    was not resolved by the DUE DATE - not perfect solution but best we have
    been able to do so far.)

We have TWO different sets of SLAS - each has different business hours.
The code below is from our Config file and shows:
a) SLA BUSINESS HOURS & HOLIDAY Definitions
b) Service Agreements: SLA Default setting - ie if a customer does not set
an SLA when entering a ticket we set a default for each queue
c) SLA Level definition - We have these level names in two different custom
fields called SLA and we apply each custom field to a different Queue - this
enable users to see the correct drop down box of SLA Level Options

Regards

Sally

Plugin(‘RT::Extension::SLA’);

%RT::ServiceBusinessHours = (
‘SET ONE BH’ => {
1 => { Name => ‘Monday’, Start => ‘8:30’, End => ‘18:00’ },
2 => { Name => ‘Tuesday’, Start => ‘8:30’, End => ‘18:00’ },
3 => { Name => ‘Wednesday’, Start => ‘8:30’, End => ‘18:00’ },
4 => { Name => ‘Thursday’, Start => ‘8:30’, End => ‘18:00’ },
5 => { Name => ‘Friday’, Start => ‘8:30’, End => ‘18:00’ },

holidays => [qw(2015-04-03 2015-03-6 2015-05-4 2015-05-24 2015-08-31
2015-12-25 2015-12-26 2016-01-01 2016-03-25 2016-03-28 2016-05-02 2016-05-30
2016-08-29 2016-12-26 2016-12-27 2017-01-02 2017-04-14 2017-04-17 2017-05-01
2017-05-29 2017-08-28 2017-12-25 2017-12-26 )],
},
‘SET TWO BH’ => {
1 => { Name => ‘Monday’, Start => ‘8:00’, End => ‘18:00’ },
2 => { Name => ‘Tuesday’, Start => ‘8:00’, End => ‘18:00’ },
3 => { Name => ‘Wednesday’, Start => ‘8:00’, End => ‘18:00’ },
4 => { Name => ‘Thursday’, Start => ‘8:00’, End => ‘18:00’ },
5 => { Name => ‘Friday’, Start => ‘8:00’, End => ‘18:00’ },

holidays => [qw(2015-04-03 2015-03-6 2015-05-4 2015-05-24 2015-08-31
2015-12-25 2015-12-26 2016-01-01 2016-03-25 2016-03-28 2016-05-02 2016-05-30
2016-08-29 2016-12-26 2016-12-27 2017-01-02 2017-04-14 2017-04-17 2017-05-01
2017-05-29 2017-08-28 2017-12-25 2017-12-26 )],
},

);

%RT::ServiceAgreements = (

Default => 'P3-Low-Major',
QueueDefault => {
        'Customer One'=> 'P5- Minor (Single User)_SET ONE',
        'Customer Two' => ' P4-Minor-SET2',
},

Levels =>
{
‘N/A-Info-SET ONE’ => {
BusinessHours => ‘SET ONE BH’,
Resolve => { BusinessMinutes => 60*200,
IgnoreOnStatuses => [‘stalled’], [‘Client’], [‘3rdParty’], [‘Resolved’] } },

		'P5-Minor-SingleUser-SET ONE' => {
		BusinessHours => 'SET ONE BH',
		Resolve => { BusinessMinutes => 60*28.5 } },

		'P4-Low-MultipleUsers-SET ONE' => {
		BusinessHours => 'SET ONE BH',
		Resolve => { BusinessMinutes => 60*12 } },

		'P3-Medium-SignificanCustomer Four-SET ONE' => {
		BusinessHours => 'SET ONE BH',
		Resolve => { BusinessMinutes => 60*8 } },
		 
		'P2-MajorFault-PartialLoss-SET ONE' => 
		{ Resolve => { RealMinutes => 60*6 } },

		'P1-CriticalFault -TotalLoss-SET ONE' =>
		{ Resolve => { RealMinutes => 60*4 } },

#CUSTOMERTWO

        'N/A-Info-SET2' => { 
        BusinessHours => 'SET TWO BH',
        Resolve => { BusinessMinutes => 60*200 } },

        'P4-Minor-SET2' => {
		BusinessHours => 'SET TWO BH',
		Resolve => { BusinessMinutes => 60*50 } },

        'P3-Major-SignificanCustomer Fourpulation-SET2' => {
		BusinessHours => 'SET TWO BH',
		Resolve => { BusinessMinutes => 60*8 } },

        'P2-SevereFault-PartialLoss-SET2' => {
		BusinessHours => 'SET TWO BH',
		Resolve => { BusinessMinutes => 60*4 } },

        'P1-Critical-TotalLoss-SET2' => {
		Resolve => { RealMinutes => 60*2} },

);

Sally Ainsley | Lifecycle Software | T: 01635 553427-----Original Message-----
From: rt-users [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf
Of Steven H
Sent: 16 April 2016 00:14
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Due dates

Yes, I’d like to have some examples, please.

View this message in context:
http://requesttracker.8502.n7.nabble.com/Due-dates-tp61729p61737.html
RT 4.4 and RTIR Training Sessions https://bestpractical.com/training

  • Washington DC - May 23 & 24, 2016

I followed your step to add the code, but it did not work.

  1. I created custom field “SLA” and applied to queue “Queue2”.
  2. Update “Queue2” adding values to “SLA” these level option “level-1day”,
    “level-2days”, “level-3days”
  3. In file /opt/rt4/etc/RT_Siteconfig.d/RT_Siteconfig-duedate.pm, added:

Set(%ServiceAgreements = (
Default => ‘level-1day’,
QueueDefault => {
‘Queue2’=> ‘level-3days’,
},
Levels =>
{
‘level-1day’ => {
Resolve => { RealMinutes => 12460 } },
‘level-2days’ => {
Resolve => { RealMinutes => 22460 } },
‘level-3days’ => {
Resolve => { RealMinutes => 32460 } },
));

But whatever option of “SLA” I choosed, it always got the duedays
’level-3days’ 32460.
I do not know if I set the configuration right according to your
instruction. Please help

View this message in context: http://requesttracker.8502.n7.nabble.com/Due-dates-tp61729p61845.html

I followed your step to add the code, but it did not work.

  1. I created custom field “SLA” and applied to queue “Queue2”.
  2. Update “Queue2” adding values to “SLA” these level option “level-1day”,
    “level-2days”, “level-3days”
  3. In file /opt/rt4/etc/RT_Siteconfig.d/RT_Siteconfig-duedate.pm, added:

Set(%ServiceAgreements = (
Default => ‘level-1day’,
QueueDefault => {
‘Queue2’=> ‘level-3days’,
},
Levels =>
{
‘level-1day’ => {
Resolve => { RealMinutes => 12460 } },
‘level-2days’ => {
Resolve => { RealMinutes => 22460 } },
‘level-3days’ => {
Resolve => { RealMinutes => 32460 } },
));

But whatever option of “SLA” I choosed, it always got the duedays
’level-3days’ 32460.
I do not know if I set the configuration right according to your
instruction. Please help

View this message in context: http://requesttracker.8502.n7.nabble.com/Due-dates-tp61729p61846.html

I did not select level-xday option when creating a test ticket. When I
choose one and it works now.

I want to set different default level-xday value for each Queue. I goto
queue, edit “Queue2”, select level-2days. But when creating ticket, the
default option value is still the value which defined in
/opt/rt4/etc/RT_Siteconfig.d/RT_Siteconfig-duedate.pm.

View this message in context: http://requesttracker.8502.n7.nabble.com/Due-dates-tp61729p61874.html