Help needed Problems with RT::SLA (Newbie alert) setup and config

RT Users
1

Hi

We are running 3.8.2 with SLA version 2

I have added the RT::SLA and configured it in the RT_Siteconfig

I have create a custom field which applies the SLA to Tickets and enabled it in the Global for Tickets,

My config looks like this

SLA config

Set( %RT::ServiceBusinessHours, (
0 => { Name => ‘Sunday’,Start => ‘undef’, End => ‘undef’ },
1 => { Name => ‘Monday’, Start => ‘09:00’, End => ‘17:00’ },
2 => { Name => ‘Tuesday’, Start => ‘09:00’, End => ‘17:00’ },
3 => { Name => ‘Wednesday’, Start => ‘09:00’, End => ‘17:00’ },
4 => { Name => ‘Thursday’, Start => ‘09:00’, End => ‘17:00’ },
5 => { Name => ‘Friday’, Start => ‘09:00’, End => ‘17:00’ },
6 => { Name => ‘Saturday’, Start => ‘undef’, End => ‘undef’ },
holidays => [qw(2009-02-16 2009-03-23 2009-03-24 2009-05-04 2009-12-28 2009-12-29)],
));

Set( %RT::ServiceAgreements, (
Default => ‘Info’,
QueueDefault => {
‘General’ => ‘Critical’,
},

    Levels => {
            'Critical' => { Response => { BusinessMinutes => 10 } },
            'Major' => { Response => { BusinessMinutes => 60*8*20 } },
            'Minor' => { Response=> { BusinessMinutes => 60*8*30 } },
            'Info' => { Repsonse=> { BusinessMinutes => 60*8*30 } },
            '24/7' => {
                    StartImediately => 1,
                    Response => { RealMinutes => 30 },
                    },

                    },
    )

);

My Customer filed currently looks like this

Values

Sort

Name

Description

Category

(Check box to delete)

When I create a ticket neither time nor date is set as would be expected

In /var/log/messages I see

Apr 24 10:29:44 petul RT: SLA scrip applied to a queue that has no SLA CF (/opt/rt3/bin/…/local/lib/RT/Action/SLA_SetDefault.pm:33)
Apr 24 10:29:44 petul RT: Ticket 2 created in queue ‘General’ by root (/opt/rt3/bin/…/lib/RT/Ticket_Overlay.pm:659)

I have no clue as to what I have missed, do I have to create templates or should it work out of the box, does anyone have sample templates / scrips etc for SLA I can crib from.

Any help would be much appreciated as I need to get this working ASAP.

Best regards Simon

2

  1. you should delete RT:: prefix from 3.8 config, Set( $RT::XXX, …
    ); should be Set( $XXX, … );

  2. Have you applied SLA Custom Field? I think you skipped “make
    initdb” step and created CF manually. This is fine, but you must apply
    this CF globally or to a queue.On Fri, Apr 24, 2009 at 4:05 PM, Simon Dray Simon.Dray@antplc.com wrote:

Hi

We are running 3.8.2 with SLA version 2

I have added the RT::SLA and configured it in the RT_Siteconfig

I have create a custom field which applies the SLA to Tickets and enabled it
in the Global for Tickets,

My config looks like this

SLA config

Set( %RT::ServiceBusinessHours, (

0 => { Name => ‘Sunday’,Start => ‘undef’, End => ‘undef’ },

1 => { Name => ‘Monday’, Start => ‘09:00’, End => ‘17:00’ },

2 => { Name => ‘Tuesday’, Start => ‘09:00’, End => ‘17:00’ },

3 => { Name => ‘Wednesday’, Start => ‘09:00’, End => ‘17:00’ },

4 => { Name => ‘Thursday’, Start => ‘09:00’, End => ‘17:00’ },

5 => { Name => ‘Friday’, Start => ‘09:00’, End => ‘17:00’ },

6 => { Name => ‘Saturday’, Start => ‘undef’, End => ‘undef’ },

holidays => [qw(2009-02-16 2009-03-23 2009-03-24 2009-05-04 2009-12-28
2009-12-29)],

));

Set( %RT::ServiceAgreements, (

Default => ‘Info’,

QueueDefault => {

    'General' => 'Critical',

    },



    Levels => {

            'Critical' => { Response => { BusinessMinutes => 10 } },

            'Major' => { Response => { BusinessMinutes => 60*8*20 } },

            'Minor' => { Response=> { BusinessMinutes => 60*8*30 } },

            'Info' => { Repsonse=> { BusinessMinutes => 60*8*30 } },

            '24/7' => {

                    StartImediately => 1,

                    Response => { RealMinutes => 30 },

                    },



                    },

    )

);

My Customer filed currently looks like this

Values

Sort

Name

Description

Category

(Check box to delete)

When I create a ticket neither time nor date is set as would be expected

In /var/log/messages I see

Apr 24 10:29:44 petul RT: SLA scrip applied to a queue that has no SLA CF
(/opt/rt3/bin/…/local/lib/RT/Action/SLA_SetDefault.pm:33)

Apr 24 10:29:44 petul RT: Ticket 2 created in queue ‘General’ by root
(/opt/rt3/bin/…/lib/RT/Ticket_Overlay.pm:659)

I have no clue as to what I have missed, do I have to create templates or
should it work out of the box, does anyone have sample templates / scrips
etc for SLA I can crib from.

Any help would be much appreciated as I need to get this working ASAP.

Best regards Simon

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Best regards, Ruslan.

3

Ruslan Hi

Thanks for answering, please see comments below apologies if I am being dense this is all very new to me.From: Ruslan Zakirov [mailto:ruslan.zakirov@gmail.com]
Sent: 24 April 2009 13:33
To: Simon Dray
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Help needed Problems with RT::SLA (Newbie alert) setup and config

  1. you should delete RT:: prefix from 3.8 config, Set( $RT::XXX, …
    ); should be Set( $XXX, … );

I have tried both with and without prior to yelling for help

  1. Have you applied SLA Custom Field? I think you skipped “make
    initdb” step and created CF manually. This is fine, but you must apply
    this CF globally or to a queue.

I ran the make initdb during the install phase or just after, I have also >>applied the SLA CF globally to Tickets.

When I opened the SLA CF it was empty with no values defined. So I defined >>one as follows Sort=0 Name=Critical Description=Blah Category=“”

When I raise a ticket the Custom field shows up and I can set Critical but >>when I Create the ticket the start date etc are not set.

One other thing I made the presumption that the Name in the Cf should match the Name in RT_Siteconfig definition, I could not see any other way to make an association between them

Regards Simon

4

Ruslan

Not sure whats going on just did a fresh install on my test rig with blank config all works now so will work it out from here. Many thanks for taking the time to have a look.

Regards SimonFrom: Ruslan Zakirov [mailto:ruslan.zakirov@gmail.com]
Sent: 24 April 2009 13:33
To: Simon Dray
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Help needed Problems with RT::SLA (Newbie alert) setup and config

  1. you should delete RT:: prefix from 3.8 config, Set( $RT::XXX, …
    ); should be Set( $XXX, … );

  2. Have you applied SLA Custom Field? I think you skipped “make
    initdb” step and created CF manually. This is fine, but you must apply
    this CF globally or to a queue.