Help with RT::Extension::SLA and BUSINESS::HOURS

Hi There,

I have Upgraded to 3.8.8, have installed all the correct modules and things
are looking good.

I have an issue with the RT::Extension::SLA Extension working with
BUSINESS::HOURS.

I have an SLA - General which sets a due date to +4 hours, this works great.
But I cannot seem to get it to operate on Business hours only… I set the
business hours from 1300 - 1900 Friday for testing

As you can see below, it has ignored this and just added the +4 hours now
(Which is outside business hours) - See my config below

Created: Fri Oct 15 10:33:26 2010
Starts: Fri Oct 15 10:33:26 2010
Started: Not set
Last Contact: Not set
Due: Fri Oct 15 14:33:26 2010

Set Business Hours

Set(%ServiceBusinessHours, (

    0 => { Name => 'Sunday',Start => 'undef', End => 'undef' },

    1 => { Name => 'Monday', Start => '08:00', End => '19:00' },

    2 => { Name => 'Tuesday', Start => '08:00', End => '19:00' },

    3 => { Name => 'Wednesday', Start => '08:00', End => '19:00' },

    4 => { Name => 'Thursday', Start => '08:00', End => '19:00' },

    5 => { Name => 'Friday', Start => '13:00', End => '19:00' },

    6 => { Name => 'Saturday', Start => '09:00', End => '13:00' },

));

RT:Extension::SLA Config

Set( %ServiceAgreements, (
    Default => 'General',
    QueueDefault => {
        'Support' => 'General',
    },
    Levels => {
        'General' => { Resolve => { BusinessMinutes => 60*4 } },
        'SL1' => { Resolve => { BusinessMinutes => 60*4 } },
        'SL2' => { Resolve => { BusinessMinutes => 60*2 } },
        'SL3' => { Resolve => { BusinessMinutes => 15 } },
    },
  )
);

Any suggestions?
View this message in context: http://old.nabble.com/Help-with-RT%3A%3AExtension%3A%3ASLA-and-BUSINESS%3A%3AHOURS-tp29967862p29967862.html

Hi There,

I have Upgraded to 3.8.8, have installed all the correct modules and things
are looking good.

I have an issue with the RT::Extension::SLA Extension working with
BUSINESS::HOURS.

Any suggestions?

Further to this…

If I set the hours manually in
/usr/lib/perl5/site_perl/5.8.8/Business/Hours.pm

It works. But then I cannot set it per/queue. Unless someone has any
other solution?

Hi,

Have you seen the following:

http://search.cpan.org/~ruz/RT-Extension-SLA-0.03/lib/RT/Extension/SLA.pm#Configuring_business_hours

As you can see your %ServiceBusinessHours looks different. If you need
only one schedule then name it Default and it would be used for all
agreements by default.On Fri, Oct 15, 2010 at 5:32 AM, Leigh Havas slicer@onthenet.com.au wrote:

On 15/10/10 10:49 AM, Slicer085 wrote:

Hi There,

I have Upgraded to 3.8.8, have installed all the correct modules and
things
are looking good.

I have an issue with the RT::Extension::SLA Extension working with
BUSINESS::HOURS.

Any suggestions?

Further to this…

If I set the hours manually in
/usr/lib/perl5/site_perl/5.8.8/Business/Hours.pm

It works. But then I cannot set it per/queue. Unless someone has any other
solution?

RT Training in Washington DC, USA on Oct 25 & 26 2010
Last one this year – Learn how to get the most out of RT!

Best regards, Ruslan.