Hi,
This would roughly be how the SLA plugin works:
- When a ticket is first created the SLA plugin makes sure that the
Starts date is set to the first possible “Business” date (e.g. the next day
on 8:30 in the morning).
- It then “if configured” sets the SLA to the default value of a queue.
- In our case, we have a scrip that sets the SLA value based on the
combination of ticket type (Incident, Problem, Change) and
ticket priority
(1 to 4).
- When the SLA is set for a ticket it then sets the Due date based on
the Starts date & takes the working hours/holidays into account.
- In addition, on SLA change it sets the Due date accordingly (again
based on the Starts date).
More information on this page:
http://search.cpan.org/dist/RT-Extension-SLA/lib/RT/Extension/SLA.pm.Doc
To clarify the dates:
- Starts: first working day based on business hours
- Started: when someone first replies.
- Due: roughly the deadline, is set by the SLA plugin.
- In your case:
- Response: Means it’s set to Start + 2h. That’s the first deadline,
once someone responses the next will start.
- Resolve: After a response the SLA plugin will set the due date
based on this config, thus Start + 4h.
- Closed: is set when you close a ticket.
Below our SLA config, might help a little when it comes to business hours:
—
BusinessHours Settings
—
Set( %ServiceBusinessHours, (
0 => { Name => ‘zondag’, Start => ‘undef’, End => ‘undef’ },
1 => { Name => ‘maandag’, Start => ‘08:30’, End => ‘18:00’ },
2 => { Name => ‘dinsdag’, Start => ‘08:30’, End => ‘18:00’ },
3 => { Name => ‘woensdag’, Start => ‘08:30’, End => ‘18:00’ },
4 => { Name => ‘donderdag’, Start => ‘08:30’, End => ‘18:00’ },
5 => { Name => ‘vrijdag’, Start => ‘08:30’, End => ‘18:00’ },
6 => { Name => ‘zaterdag’, Start => ‘undef’, End => ‘undef’ },
Non-service dagen: 2011 & 2012
holidays => [qw(2011-12-26 2012-04-09 2012-04-30 2012-05-17 2012-05-18
2012-05-28 2012-12-25 2012-12-26)],
)
);
—
SLA Settings
—
Maximum is 30 dagen!
480 uur gebruiken om geen Due date in te stellen.
Set( %ServiceAgreements, (
Levels => {
‘4’ => { Resolve => { BusinessMinutes => 604 }, },
‘8’ => { Resolve => { BusinessMinutes => 608 }, },
‘24’ => { Resolve => { BusinessMinutes => 6024 }, },
‘48’ => { Resolve => { BusinessMinutes => 6048 }, },
‘480’ => { Resolve => { BusinessMinutes => 60*480 }, },
},
)
);
Hopefully this helps understanding the SLA plugin.
– Bart2011/11/11 linuxsupport lin.support@gmail.com
OK, it is working, but I could not understand
Created:Fri Nov 11 16:35:18 2011 – this is ok
Starts:Fri Nov 11 16:35:18 2011 – this should be set to Created+
1hours response time
Started:Fri Nov 11 16:42:43 2011
Last Contacthttp://207.228.237.31/rt/Ticket/Display.html?id=8&Action=SetTold:Not
set
Due:Sat Nov 12 09:35:18 2011 – this should be set to Created + 4
hours resolution time
Closed:Not set
Updated:Fri Nov 11 16:42:43 2011 by Enoch Roothttp://207.228.237.31/rt/Ticket/Display.html?id=8#lasttrans
Please correct me, I am doing something wrong or not understanding it a t
all.
On Fri, Nov 11, 2011 at 4:33 PM, Ruslan Zakirov ruz@bestpractical.comwrote:
On Fri, Nov 11, 2011 at 2:56 PM, linuxsupport lin.support@gmail.com wrote:
Yes, it is enabled
Set( @Plugins, qw( RT::Extension::SLA) );
In the log it says.
[Fri Nov 11 10:55:12 2011] [warning]: SLA scrip applied to a queue that
has
no SLA CF
(/usr/local/share/request-tracker4/plugins/RT-Extension-SLA/lib/RT/Action/SLA_SetDefault.pm:33
You didn’t apply SLA custom field to queues. Goto admin UI and do it.
On Fri, Nov 11, 2011 at 4:16 PM, Ruslan Zakirov ruz@bestpractical.com wrote:
Hi,
Have you enabled plugin in the config? What do you have in logs when
you create a ticket?
On Fri, Nov 11, 2011 at 2:03 PM, linuxsupport lin.support@gmail.com wrote:
I have modified the config as below. still not working
Set(%ServiceAgreements, (
Default => ‘GA’,
QueueDefault => {
‘General’ => ‘GA’,
‘Support’ => ‘GA’,
‘Sales’ => ‘GA’,
‘Incident’ => ‘SA’,
},
Levels => {
‘SA’ => {
StartImmediately => 1,
Response => { RealMinutes => 6012 },
Resolve => { RealMinutes => 604 },
},
‘GA’ => {
BusinessHours => ‘ga_hours’,
Response => { BusinessMinutes => 601 },
Resolve => { BusinessMinutes => 60*4 },
},
},
));
Set(%ServiceBusinessHours, (
‘ga_hours’ => {
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 => ‘09:00’, End =>
‘13:00’
}
},
));
On Fri, Nov 11, 2011 at 2:06 PM, Bart bart@pleh.info wrote:
I noticed that in your config you say that “4h” is the default, this
SLA
however doesn’t exist. Try replacing that with 24 and see what
happens.
– Bart
2011/11/11 linuxsupport lin.support@gmail.com
Hi,
I did it and then created a ticket but I can not see it applying
the
SLA.
What else should I check?
On Thu, Nov 10, 2011 at 6:38 PM, Bart bart@pleh.info wrote:
Only the “Name” field is needed.
– Bart
2011/11/10 linuxsupport lin.support@gmail.com
Thanks Bart, but there are 4 fields in that custom field.
Sort , Name, Description, Category
Where should that 24 go? in Sort or Name?
On Thu, Nov 10, 2011 at 4:06 PM, Bart bart@pleh.info wrote:
Sorry, forgot to mention that in your case that’s value “24”
since
you’ve only defined one entry.
– Bart
2011/11/10 Bart bart@pleh.info
You have to manually add the same values of your config to your
SLA
Custom Field. From there it should work as intended.
– Bart
2011/11/10 linuxsupport lin.support@gmail.com
Hi,
I have just installed RT, along with plugin RT::Extension::SLA
Following is the configuration I have placed in
RT_SiteConfig.pm
Set(%ServiceAgreements, (
Default => ‘4h’,
QueueDefault => {
‘General’ => ‘24’,
},
Levels => {
‘24’ => {
StartImmediately => 1,
Response => { RealMinutes => 601 },
Resolve => { RealMinutes => 604 },
},
},
));
But I can not see any SLA while creating new ticket, it shows
me
blank box
Can someone correct me please?
OS: Debain Squeeze
RT – request-tracker4 4.0.2-1~bpo60+1
Thanks
RT Training Sessions
(http://bestpractical.com/services/training.html)
- Barcelona, Spain — November 28 & 29, 2011
RT Training Sessions (
http://bestpractical.com/services/training.html)
- Barcelona, Spain — November 28 & 29, 2011
–
Best regards, Ruslan.
–
Best regards, Ruslan.
RT Training Sessions (http://bestpractical.com/services/training.html)
- Barcelona, Spain — November 28 & 29, 2011