Need SLA tutorials/guide for first time setup

Arun_ragini · May 22, 2013, 10:39am

Hi,

Can some one point me to newbie SLA setup like example config.

If I need to setup any CF and need to run like rt-crontool etc.

Thanks in advance
Arun

www.opensourcer.net

Ruslan_Zakirov1 · May 22, 2013, 10:42am

Hi,

Are you talking about SLA extension? If not then take a look.On Wed, May 22, 2013 at 2:39 PM, Arun ragini arunragini@gmail.com wrote:

Hi,

Can some one point me to newbie SLA setup like example config.

If I need to setup any CF and need to run like rt-crontool etc.

Thanks in advance
Arun

–
www.opensourcer.net

–
RT Training in Seattle, June 19-20: http://bestpractical.com/training

Best regards, Ruslan.

Arun_ragini · May 22, 2013, 10:45am

yes I’m talking about SLA extension,

I have gone through

github.com

bestpractical/rt-extension-sla/blob/master/README

NAME
    RT::Extension::SLA - Service Level Agreements for RT

DESCRIPTION
    RT extension to implement automated due dates using service levels.

INSTALLATION
    perl Makefile.PL
    make
    make install
        May need root permissions

    make initdb
        Only run this the first time you install this module.

        If you run this twice, you may end up with duplicate data in your
        database.

        If you are upgrading this module, check for upgrading instructions
        in case changes need to be made to your database.

This file has been truncated. show original

after I create ticket and and own the ticket I don’t get to see the Due
date/time etc.

My SLA config as follows

%RT::ServiceAgreements = (
Default => ‘4h’,
QueueDefault => {
‘General’ => ‘4h’,
‘Clients’ => ‘1d’,
},
Levels => {
‘4h’ => {
Resolve => { RealMinutes => 604 },
Response => { RealMinutes => 601 },
},

            '2h'  => {
                    Response   => { RealMinutes => 60*2 },
                    Resolve => { RealMinutes => 60 },
            },
            '1d' => {
                    Response   => { RealMinutes => 60*1 },
                    Resolve => { RealMinutes => 60*24 },
            },

    },

);

Ruslan_Zakirov1 · May 22, 2013, 11:03am

You should use more accounts to test.
Have you checked logs?
Do you see SLA CF on tickets?
Do you see SLA CF set on tickets?On Wed, May 22, 2013 at 2:45 PM, Arun ragini arunragini@gmail.com wrote:

yes I’m talking about SLA extension,

I have gone through
rt-extension-sla/README at master · bestpractical/rt-extension-sla · GitHub

after I create ticket and and own the ticket I don’t get to see the Due
date/time etc.

My SLA config as follows

%RT::ServiceAgreements = (
Default => ‘4h’,
QueueDefault => {
‘General’ => ‘4h’,
‘Clients’ => ‘1d’,
},
Levels => {
‘4h’ => {
Resolve => { RealMinutes => 604 },
Response => { RealMinutes => 601 },
},
            '2h'  => {
                    Response   => { RealMinutes => 60*2 },
                    Resolve => { RealMinutes => 60 },
            },
            '1d' => {
                    Response   => { RealMinutes => 60*1 },
                    Resolve => { RealMinutes => 60*24 },
            },

    },
);

Best regards, Ruslan.

Arun_ragini · May 22, 2013, 11:26am

I don’t see SLA while creating tickets and I don’t see them after creating
tickets.

I’m kind of confused I hoping to find some tutorial on how to configure SLA
for RTOn Wed, May 22, 2013 at 4:33 PM, Ruslan Zakirov ruz@bestpractical.comwrote:

You should use more accounts to test.
Have you checked logs?
Do you see SLA CF on tickets?
Do you see SLA CF set on tickets?

On Wed, May 22, 2013 at 2:45 PM, Arun ragini arunragini@gmail.com wrote:
yes I’m talking about SLA extension,

I have gone through
rt-extension-sla/README at master · bestpractical/rt-extension-sla · GitHub

after I create ticket and and own the ticket I don’t get to see the Due
date/time etc.

My SLA config as follows

%RT::ServiceAgreements = (
Default => ‘4h’,
QueueDefault => {
‘General’ => ‘4h’,
‘Clients’ => ‘1d’,
},
Levels => {
‘4h’ => {
Resolve => { RealMinutes => 604 },
Response => { RealMinutes => 601 },
},
            '2h'  => {
                    Response   => { RealMinutes => 60*2 },
                    Resolve => { RealMinutes => 60 },
            },
            '1d' => {
                    Response   => { RealMinutes => 60*1 },
                    Resolve => { RealMinutes => 60*24 },
            },

    },
);
–
Best regards, Ruslan.

www.opensourcer.net

Ruslan_Zakirov1 · May 22, 2013, 11:28am

If you don’t see SLA custom field in RT (go to Tools → Configuration →
Custom Fields → Select) then you didn’t follow installation instructions
properly and just has config and code that is not executed as it’s not
registered in the DB.On Wed, May 22, 2013 at 3:26 PM, Arun ragini arunragini@gmail.com wrote:

I don’t see SLA while creating tickets and I don’t see them after creating
tickets.

I’m kind of confused I hoping to find some tutorial on how to configure
SLA for RT

On Wed, May 22, 2013 at 4:33 PM, Ruslan Zakirov ruz@bestpractical.comwrote:
You should use more accounts to test.
Have you checked logs?
Do you see SLA CF on tickets?
Do you see SLA CF set on tickets?

On Wed, May 22, 2013 at 2:45 PM, Arun ragini arunragini@gmail.comwrote:
yes I’m talking about SLA extension,

I have gone through
rt-extension-sla/README at master · bestpractical/rt-extension-sla · GitHub

after I create ticket and and own the ticket I don’t get to see the Due
date/time etc.

My SLA config as follows

%RT::ServiceAgreements = (
Default => ‘4h’,
QueueDefault => {
‘General’ => ‘4h’,
‘Clients’ => ‘1d’,
},
Levels => {
‘4h’ => {
Resolve => { RealMinutes => 604 },
Response => { RealMinutes => 601 },
},
            '2h'  => {
                    Response   => { RealMinutes => 60*2 },
                    Resolve => { RealMinutes => 60 },
            },
            '1d' => {
                    Response   => { RealMinutes => 60*1 },
                    Resolve => { RealMinutes => 60*24 },
            },

    },
);
–
Best regards, Ruslan.
–
www.opensourcer.net

Best regards, Ruslan.

Arun_ragini · May 22, 2013, 11:39am

Hi,

I have installed SLA extention using perl -MCPAN -e ‘install
RT::Extension::SLA;’
asked me for RT.pm path I have provided it.
And extension got installed I verified SLA version is 0.07
as document mentioned I need to run db upgrade only prior to 0.0.6 (i
ignored it)

now coming to Tools->Configuration->Custom Fields->Select I don’t see
custom Fields SLA/or related to it.

and I really appreciate for help me

Thanks
ArunOn Wed, May 22, 2013 at 4:58 PM, Ruslan Zakirov ruz@bestpractical.comwrote:

If you don’t see SLA custom field in RT (go to Tools → Configuration →
Custom Fields → Select) then you didn’t follow installation instructions
properly and just has config and code that is not executed as it’s not
registered in the DB.

On Wed, May 22, 2013 at 3:26 PM, Arun ragini arunragini@gmail.com wrote:
I don’t see SLA while creating tickets and I don’t see them after
creating tickets.

I’m kind of confused I hoping to find some tutorial on how to configure
SLA for RT

On Wed, May 22, 2013 at 4:33 PM, Ruslan Zakirov ruz@bestpractical.comwrote:
You should use more accounts to test.
Have you checked logs?
Do you see SLA CF on tickets?
Do you see SLA CF set on tickets?

On Wed, May 22, 2013 at 2:45 PM, Arun ragini arunragini@gmail.comwrote:
yes I’m talking about SLA extension,

I have gone through
rt-extension-sla/README at master · bestpractical/rt-extension-sla · GitHub

after I create ticket and and own the ticket I don’t get to see the Due
date/time etc.

My SLA config as follows

%RT::ServiceAgreements = (
Default => ‘4h’,
QueueDefault => {
‘General’ => ‘4h’,
‘Clients’ => ‘1d’,
},
Levels => {
‘4h’ => {
Resolve => { RealMinutes => 604 },
Response => { RealMinutes => 601 },
},
            '2h'  => {
                    Response   => { RealMinutes => 60*2 },
                    Resolve => { RealMinutes => 60 },
            },
            '1d' => {
                    Response   => { RealMinutes => 60*1 },
                    Resolve => { RealMinutes => 60*24 },
            },

    },
);
–
Best regards, Ruslan.
–
www.opensourcer.net
–
Best regards, Ruslan.

www.opensourcer.net

Ruslan_Zakirov1 · May 22, 2013, 11:50am

It’s first time installtion and you have to run ‘make initdb’ that is not
executed by CPAN shell you used. At this moment we can not fully automate
installation via cpan shell.On Wed, May 22, 2013 at 3:39 PM, Arun ragini arunragini@gmail.com wrote:

Hi,

I have installed SLA extention using perl -MCPAN -e ‘install
RT::Extension::SLA;’
asked me for RT.pm path I have provided it.
And extension got installed I verified SLA version is 0.07
as document mentioned I need to run db upgrade only prior to 0.0.6 (i
ignored it)

now coming to Tools->Configuration->Custom Fields->Select I don’t see
custom Fields SLA/or related to it.

and I really appreciate for help me

Thanks
Arun

On Wed, May 22, 2013 at 4:58 PM, Ruslan Zakirov ruz@bestpractical.comwrote:
If you don’t see SLA custom field in RT (go to Tools → Configuration →
Custom Fields → Select) then you didn’t follow installation instructions
properly and just has config and code that is not executed as it’s not
registered in the DB.

On Wed, May 22, 2013 at 3:26 PM, Arun ragini arunragini@gmail.comwrote:
I don’t see SLA while creating tickets and I don’t see them after
creating tickets.

I’m kind of confused I hoping to find some tutorial on how to configure
SLA for RT

On Wed, May 22, 2013 at 4:33 PM, Ruslan Zakirov ruz@bestpractical.comwrote:
You should use more accounts to test.
Have you checked logs?
Do you see SLA CF on tickets?
Do you see SLA CF set on tickets?

On Wed, May 22, 2013 at 2:45 PM, Arun ragini arunragini@gmail.comwrote:
yes I’m talking about SLA extension,

I have gone through
rt-extension-sla/README at master · bestpractical/rt-extension-sla · GitHub

after I create ticket and and own the ticket I don’t get to see the
Due date/time etc.

My SLA config as follows

%RT::ServiceAgreements = (
Default => ‘4h’,
QueueDefault => {
‘General’ => ‘4h’,
‘Clients’ => ‘1d’,
},
Levels => {
‘4h’ => {
Resolve => { RealMinutes => 604 },
Response => { RealMinutes => 601 },
},
            '2h'  => {
                    Response   => { RealMinutes => 60*2 },
                    Resolve => { RealMinutes => 60 },
            },
            '1d' => {
                    Response   => { RealMinutes => 60*1 },
                    Resolve => { RealMinutes => 60*24 },
            },

    },
);
–
Best regards, Ruslan.
–
www.opensourcer.net
–
Best regards, Ruslan.
–
www.opensourcer.net

Best regards, Ruslan.

Arun_ragini · May 22, 2013, 12:39pm

Let me try that. Thanks for all the help.On Wed, May 22, 2013 at 5:20 PM, Ruslan Zakirov ruz@bestpractical.comwrote:

It’s first time installtion and you have to run ‘make initdb’ that is not
executed by CPAN shell you used. At this moment we can not fully automate
installation via cpan shell.

On Wed, May 22, 2013 at 3:39 PM, Arun ragini arunragini@gmail.com wrote:
Hi,

I have installed SLA extention using perl -MCPAN -e ‘install
RT::Extension::SLA;’
asked me for RT.pm path I have provided it.
And extension got installed I verified SLA version is 0.07
as document mentioned I need to run db upgrade only prior to 0.0.6 (i
ignored it)

now coming to Tools->Configuration->Custom Fields->Select I don’t see
custom Fields SLA/or related to it.

and I really appreciate for help me

Thanks
Arun

On Wed, May 22, 2013 at 4:58 PM, Ruslan Zakirov ruz@bestpractical.comwrote:
If you don’t see SLA custom field in RT (go to Tools → Configuration →
Custom Fields → Select) then you didn’t follow installation instructions
properly and just has config and code that is not executed as it’s not
registered in the DB.

On Wed, May 22, 2013 at 3:26 PM, Arun ragini arunragini@gmail.comwrote:
I don’t see SLA while creating tickets and I don’t see them after
creating tickets.

I’m kind of confused I hoping to find some tutorial on how to configure
SLA for RT

On Wed, May 22, 2013 at 4:33 PM, Ruslan Zakirov ruz@bestpractical.comwrote:
You should use more accounts to test.
Have you checked logs?
Do you see SLA CF on tickets?
Do you see SLA CF set on tickets?

On Wed, May 22, 2013 at 2:45 PM, Arun ragini arunragini@gmail.comwrote:
yes I’m talking about SLA extension,

I have gone through
rt-extension-sla/README at master · bestpractical/rt-extension-sla · GitHub

after I create ticket and and own the ticket I don’t get to see the
Due date/time etc.

My SLA config as follows

%RT::ServiceAgreements = (
Default => ‘4h’,
QueueDefault => {
‘General’ => ‘4h’,
‘Clients’ => ‘1d’,
},
Levels => {
‘4h’ => {
Resolve => { RealMinutes => 604 },
Response => { RealMinutes => 601 },
},
            '2h'  => {
                    Response   => { RealMinutes => 60*2 },
                    Resolve => { RealMinutes => 60 },
            },
            '1d' => {
                    Response   => { RealMinutes => 60*1 },
                    Resolve => { RealMinutes => 60*24 },
            },

    },
);
–
Best regards, Ruslan.
–
www.opensourcer.net
–
Best regards, Ruslan.
–
www.opensourcer.net
–
Best regards, Ruslan.

www.opensourcer.net

Arun_ragini · May 23, 2013, 7:40am

Hi,

Thanks for the help, SLA CF has been created (by running make inidb) with
no values do I need to add the following SLA configuation like 4h, 2h and
2d ? .

I have the following SLA configuration:

%RT::ServiceAgreements = (
Default => ‘4h’,
QueueDefault => {
‘General’ => ‘4h’,
‘Clients’ => ‘1d’,
},
Levels => {
‘4h’ => {
Resolve => { RealMinutes => 604 },
Response => { RealMinutes => 601 },
},

            '2h'  => {
                    Response   => { RealMinutes => 60*2 },
                    Resolve => { RealMinutes => 60 },
            },
            '1d' => {
                    Response   => { RealMinutes => 60*1 },
                    Resolve => { RealMinutes => 60*24 },
            },

    },

);

Thanks in advance
ArunOn Wed, May 22, 2013 at 6:09 PM, Arun ragini arunragini@gmail.com wrote:

Let me try that. Thanks for all the help.

On Wed, May 22, 2013 at 5:20 PM, Ruslan Zakirov ruz@bestpractical.comwrote:
It’s first time installtion and you have to run ‘make initdb’ that is not
executed by CPAN shell you used. At this moment we can not fully automate
installation via cpan shell.

On Wed, May 22, 2013 at 3:39 PM, Arun ragini arunragini@gmail.comwrote:
Hi,

I have installed SLA extention using perl -MCPAN -e ‘install
RT::Extension::SLA;’
asked me for RT.pm path I have provided it.
And extension got installed I verified SLA version is 0.07
as document mentioned I need to run db upgrade only prior to 0.0.6 (i
ignored it)

now coming to Tools->Configuration->Custom Fields->Select I don’t see
custom Fields SLA/or related to it.

and I really appreciate for help me

Thanks
Arun

On Wed, May 22, 2013 at 4:58 PM, Ruslan Zakirov ruz@bestpractical.comwrote:
If you don’t see SLA custom field in RT (go to Tools → Configuration
→ Custom Fields → Select) then you didn’t follow installation
instructions properly and just has config and code that is not executed as
it’s not registered in the DB.

On Wed, May 22, 2013 at 3:26 PM, Arun ragini arunragini@gmail.comwrote:
I don’t see SLA while creating tickets and I don’t see them after
creating tickets.

I’m kind of confused I hoping to find some tutorial on how to
configure SLA for RT

On Wed, May 22, 2013 at 4:33 PM, Ruslan Zakirov <ruz@bestpractical.com wrote:
You should use more accounts to test.
Have you checked logs?
Do you see SLA CF on tickets?
Do you see SLA CF set on tickets?

On Wed, May 22, 2013 at 2:45 PM, Arun ragini arunragini@gmail.comwrote:
yes I’m talking about SLA extension,

I have gone through
rt-extension-sla/README at master · bestpractical/rt-extension-sla · GitHub

after I create ticket and and own the ticket I don’t get to see the
Due date/time etc.

My SLA config as follows

%RT::ServiceAgreements = (
Default => ‘4h’,
QueueDefault => {
‘General’ => ‘4h’,
‘Clients’ => ‘1d’,
},
Levels => {
‘4h’ => {
Resolve => { RealMinutes => 604 },
Response => { RealMinutes => 601 },
},
            '2h'  => {
                    Response   => { RealMinutes => 60*2 },
                    Resolve => { RealMinutes => 60 },
            },
            '1d' => {
                    Response   => { RealMinutes => 60*1 },
                    Resolve => { RealMinutes => 60*24 },
            },

    },
);
–
Best regards, Ruslan.
–
www.opensourcer.net
–
Best regards, Ruslan.
–
www.opensourcer.net
–
Best regards, Ruslan.
–
www.opensourcer.net

www.opensourcer.net

Ruslan_Zakirov1 · May 23, 2013, 10:10am

Hi,

Thanks for the help, SLA CF has been created (by running make inidb) with
no values do I need to add the following SLA configuation like 4h, 2h and
2d ? .

Yes. Add the values.

I have the following SLA configuration:

%RT::ServiceAgreements = (
Default => ‘4h’,
QueueDefault => {
‘General’ => ‘4h’,
‘Clients’ => ‘1d’,
},
Levels => {
‘4h’ => {
Resolve => { RealMinutes => 604 },
Response => { RealMinutes => 601 },
},
            '2h'  => {
                    Response   => { RealMinutes => 60*2 },
                    Resolve => { RealMinutes => 60 },
            },
            '1d' => {
                    Response   => { RealMinutes => 60*1 },
                    Resolve => { RealMinutes => 60*24 },
            },

    },
);

Thanks in advance
Arun

Let me try that. Thanks for all the help.

It’s first time installtion and you have to run ‘make initdb’ that is
not executed by CPAN shell you used. At this moment we can not fully
automate installation via cpan shell.

Hi,

I have installed SLA extention using perl -MCPAN -e ‘install
RT::Extension::SLA;’
asked me for RT.pm path I have provided it.
And extension got installed I verified SLA version is 0.07
as document mentioned I need to run db upgrade only prior to 0.0.6 (i
ignored it)

now coming to Tools->Configuration->Custom Fields->Select I don’t see
custom Fields SLA/or related to it.

and I really appreciate for help me

Thanks
Arun

If you don’t see SLA custom field in RT (go to Tools → Configuration
→ Custom Fields → Select) then you didn’t follow installation
instructions properly and just has config and code that is not executed as
it’s not registered in the DB.

I don’t see SLA while creating tickets and I don’t see them after
creating tickets.

I’m kind of confused I hoping to find some tutorial on how to
configure SLA for RT

You should use more accounts to test.
Have you checked logs?
Do you see SLA CF on tickets?
Do you see SLA CF set on tickets?

yes I’m talking about SLA extension,

I have gone through
rt-extension-sla/README at master · bestpractical/rt-extension-sla · GitHub

after I create ticket and and own the ticket I don’t get to see the
Due date/time etc.

My SLA config as follows

%RT::ServiceAgreements = (
Default => ‘4h’,
QueueDefault => {
‘General’ => ‘4h’,
‘Clients’ => ‘1d’,
},
Levels => {
‘4h’ => {
Resolve => { RealMinutes => 604 },
Response => { RealMinutes => 601 },
},
            '2h'  => {
                    Response   => { RealMinutes => 60*2 },
                    Resolve => { RealMinutes => 60 },
            },
            '1d' => {
                    Response   => { RealMinutes => 60*1 },
                    Resolve => { RealMinutes => 60*24 },
            },

    },
);
–
Best regards, Ruslan.
–
www.opensourcer.net
–
Best regards, Ruslan.
–
www.opensourcer.net
–
Best regards, Ruslan.
–
www.opensourcer.net
–
www.opensourcer.net

Best regards, Ruslan.

Arun_ragini · May 23, 2013, 10:22am

cool I did that, I have set 2h and 4h for two tickets.
I was assuming that I get notification to respond and with some kind of
alert, do I need to run some tool in the backend or is it like I need to
open the ticket for SLA to take effect ? (one ticket is new and the other
ticket is open status)

Thanks for again all the help you are providing.On Thu, May 23, 2013 at 3:40 PM, Ruslan Zakirov ruz@bestpractical.comwrote:

On Thu, May 23, 2013 at 11:40 AM, Arun ragini arunragini@gmail.comwrote:

Hi,

Thanks for the help, SLA CF has been created (by running make inidb) with
no values do I need to add the following SLA configuation like 4h, 2h and
2d ? .

Yes. Add the values.
I have the following SLA configuration:

%RT::ServiceAgreements = (
Default => ‘4h’,
QueueDefault => {
‘General’ => ‘4h’,
‘Clients’ => ‘1d’,
},
Levels => {
‘4h’ => {
Resolve => { RealMinutes => 604 },
Response => { RealMinutes => 601 },
},
            '2h'  => {
                    Response   => { RealMinutes => 60*2 },
                    Resolve => { RealMinutes => 60 },
            },
            '1d' => {
                    Response   => { RealMinutes => 60*1 },
                    Resolve => { RealMinutes => 60*24 },
            },

    },
);

Thanks in advance
Arun

On Wed, May 22, 2013 at 6:09 PM, Arun ragini arunragini@gmail.comwrote:
Let me try that. Thanks for all the help.

On Wed, May 22, 2013 at 5:20 PM, Ruslan Zakirov ruz@bestpractical.comwrote:
It’s first time installtion and you have to run ‘make initdb’ that is
not executed by CPAN shell you used. At this moment we can not fully
automate installation via cpan shell.

On Wed, May 22, 2013 at 3:39 PM, Arun ragini arunragini@gmail.comwrote:
Hi,

I have installed SLA extention using perl -MCPAN -e ‘install
RT::Extension::SLA;’
asked me for RT.pm path I have provided it.
And extension got installed I verified SLA version is 0.07
as document mentioned I need to run db upgrade only prior to 0.0.6 (i
ignored it)

now coming to Tools->Configuration->Custom Fields->Select I don’t see
custom Fields SLA/or related to it.

and I really appreciate for help me

Thanks
Arun

On Wed, May 22, 2013 at 4:58 PM, Ruslan Zakirov <ruz@bestpractical.com wrote:
If you don’t see SLA custom field in RT (go to Tools → Configuration
→ Custom Fields → Select) then you didn’t follow installation
instructions properly and just has config and code that is not executed as
it’s not registered in the DB.

On Wed, May 22, 2013 at 3:26 PM, Arun ragini arunragini@gmail.comwrote:
I don’t see SLA while creating tickets and I don’t see them after
creating tickets.

I’m kind of confused I hoping to find some tutorial on how to
configure SLA for RT

On Wed, May 22, 2013 at 4:33 PM, Ruslan Zakirov < ruz@bestpractical.com> wrote:
You should use more accounts to test.
Have you checked logs?
Do you see SLA CF on tickets?
Do you see SLA CF set on tickets?

On Wed, May 22, 2013 at 2:45 PM, Arun ragini arunragini@gmail.comwrote:
yes I’m talking about SLA extension,

I have gone through
rt-extension-sla/README at master · bestpractical/rt-extension-sla · GitHub

after I create ticket and and own the ticket I don’t get to see
the Due date/time etc.

My SLA config as follows

%RT::ServiceAgreements = (
Default => ‘4h’,
QueueDefault => {
‘General’ => ‘4h’,
‘Clients’ => ‘1d’,
},
Levels => {
‘4h’ => {
Resolve => { RealMinutes => 604 },
Response => { RealMinutes => 601 },
},
            '2h'  => {
                    Response   => { RealMinutes => 60*2 },
                    Resolve => { RealMinutes => 60 },
            },
            '1d' => {
                    Response   => { RealMinutes => 60*1 },
                    Resolve => { RealMinutes => 60*24 },
            },

    },
);
–
Best regards, Ruslan.
–
www.opensourcer.net
–
Best regards, Ruslan.
–
www.opensourcer.net
–
Best regards, Ruslan.
–
www.opensourcer.net
–
www.opensourcer.net
–
Best regards, Ruslan.

www.opensourcer.net

Ruslan_Zakirov1 · May 23, 2013, 10:27am

cool I did that, I have set 2h and 4h for two tickets.
I was assuming that I get notification to respond and with some kind of
alert, do I need to run some tool in the backend or is it like I need to
open the ticket for SLA to take effect ? (one ticket is new and the other
ticket is open status)

Thanks for again all the help you are providing.

The extension maintains Due date. You can use rt-crontool to notify about
tickets close to due or overdue. You can adjust searches to sort by Due
date, so tickets that need attention are at the top.> On Thu, May 23, 2013 at 3:40 PM, Ruslan Zakirov ruz@bestpractical.comwrote:

On Thu, May 23, 2013 at 11:40 AM, Arun ragini arunragini@gmail.comwrote:

Hi,

Thanks for the help, SLA CF has been created (by running make inidb)
with no values do I need to add the following SLA configuation like 4h, 2h
and 2d ? .

Yes. Add the values.
I have the following SLA configuration:

%RT::ServiceAgreements = (
Default => ‘4h’,
QueueDefault => {
‘General’ => ‘4h’,
‘Clients’ => ‘1d’,
},
Levels => {
‘4h’ => {
Resolve => { RealMinutes => 604 },
Response => { RealMinutes => 601 },
},
            '2h'  => {
                    Response   => { RealMinutes => 60*2 },
                    Resolve => { RealMinutes => 60 },
            },
            '1d' => {
                    Response   => { RealMinutes => 60*1 },
                    Resolve => { RealMinutes => 60*24 },
            },

    },
);

Thanks in advance
Arun

On Wed, May 22, 2013 at 6:09 PM, Arun ragini arunragini@gmail.comwrote:
Let me try that. Thanks for all the help.

On Wed, May 22, 2013 at 5:20 PM, Ruslan Zakirov ruz@bestpractical.comwrote:
It’s first time installtion and you have to run ‘make initdb’ that is
not executed by CPAN shell you used. At this moment we can not fully
automate installation via cpan shell.

On Wed, May 22, 2013 at 3:39 PM, Arun ragini arunragini@gmail.comwrote:
Hi,

I have installed SLA extention using perl -MCPAN -e ‘install
RT::Extension::SLA;’
asked me for RT.pm path I have provided it.
And extension got installed I verified SLA version is 0.07
as document mentioned I need to run db upgrade only prior to 0.0.6 (i
ignored it)

now coming to Tools->Configuration->Custom Fields->Select I don’t see
custom Fields SLA/or related to it.

and I really appreciate for help me

Thanks
Arun

On Wed, May 22, 2013 at 4:58 PM, Ruslan Zakirov < ruz@bestpractical.com> wrote:
If you don’t see SLA custom field in RT (go to Tools →
Configuration → Custom Fields → Select) then you didn’t follow
installation instructions properly and just has config and code that is not
executed as it’s not registered in the DB.

On Wed, May 22, 2013 at 3:26 PM, Arun ragini arunragini@gmail.comwrote:
I don’t see SLA while creating tickets and I don’t see them after
creating tickets.

I’m kind of confused I hoping to find some tutorial on how to
configure SLA for RT

On Wed, May 22, 2013 at 4:33 PM, Ruslan Zakirov < ruz@bestpractical.com> wrote:
You should use more accounts to test.
Have you checked logs?
Do you see SLA CF on tickets?
Do you see SLA CF set on tickets?

On Wed, May 22, 2013 at 2:45 PM, Arun ragini <arunragini@gmail.com wrote:
yes I’m talking about SLA extension,

I have gone through
rt-extension-sla/README at master · bestpractical/rt-extension-sla · GitHub

after I create ticket and and own the ticket I don’t get to see
the Due date/time etc.

My SLA config as follows

%RT::ServiceAgreements = (
Default => ‘4h’,
QueueDefault => {
‘General’ => ‘4h’,
‘Clients’ => ‘1d’,
},
Levels => {
‘4h’ => {
Resolve => { RealMinutes => 604 },
Response => { RealMinutes => 601 },
},
            '2h'  => {
                    Response   => { RealMinutes => 60*2 },
                    Resolve => { RealMinutes => 60 },
            },
            '1d' => {
                    Response   => { RealMinutes => 60*1 },
                    Resolve => { RealMinutes => 60*24 },
            },

    },
);
–
Best regards, Ruslan.
–
www.opensourcer.net
–
Best regards, Ruslan.
–
www.opensourcer.net
–
Best regards, Ruslan.
–
www.opensourcer.net
–
www.opensourcer.net
–
Best regards, Ruslan.
–
www.opensourcer.net

Best regards, Ruslan.

Arun_ragini · May 24, 2013, 6:16am

Thanks you excellent support.
I have one last question can you provide rt-crontool examples if you have
one.

Thanks again for your excellent support.

Thanks in advance
ArunOn Thu, May 23, 2013 at 3:57 PM, Ruslan Zakirov ruz@bestpractical.comwrote:

On Thu, May 23, 2013 at 2:22 PM, Arun ragini arunragini@gmail.com wrote:

cool I did that, I have set 2h and 4h for two tickets.
I was assuming that I get notification to respond and with some kind of
alert, do I need to run some tool in the backend or is it like I need to
open the ticket for SLA to take effect ? (one ticket is new and the other
ticket is open status)

Thanks for again all the help you are providing.

The extension maintains Due date. You can use rt-crontool to notify about
tickets close to due or overdue. You can adjust searches to sort by Due
date, so tickets that need attention are at the top.
On Thu, May 23, 2013 at 3:40 PM, Ruslan Zakirov ruz@bestpractical.comwrote:
On Thu, May 23, 2013 at 11:40 AM, Arun ragini arunragini@gmail.comwrote:

Hi,

Thanks for the help, SLA CF has been created (by running make inidb)
with no values do I need to add the following SLA configuation like 4h, 2h
and 2d ? .

Yes. Add the values.
I have the following SLA configuration:

%RT::ServiceAgreements = (
Default => ‘4h’,
QueueDefault => {
‘General’ => ‘4h’,
‘Clients’ => ‘1d’,
},
Levels => {
‘4h’ => {
Resolve => { RealMinutes => 604 },
Response => { RealMinutes => 601 },
},
            '2h'  => {
                    Response   => { RealMinutes => 60*2 },
                    Resolve => { RealMinutes => 60 },
            },
            '1d' => {
                    Response   => { RealMinutes => 60*1 },
                    Resolve => { RealMinutes => 60*24 },
            },

    },
);

Thanks in advance
Arun

On Wed, May 22, 2013 at 6:09 PM, Arun ragini arunragini@gmail.comwrote:
Let me try that. Thanks for all the help.

On Wed, May 22, 2013 at 5:20 PM, Ruslan Zakirov <ruz@bestpractical.com wrote:
It’s first time installtion and you have to run ‘make initdb’ that is
not executed by CPAN shell you used. At this moment we can not fully
automate installation via cpan shell.

On Wed, May 22, 2013 at 3:39 PM, Arun ragini arunragini@gmail.comwrote:
Hi,

I have installed SLA extention using perl -MCPAN -e ‘install
RT::Extension::SLA;’
asked me for RT.pm path I have provided it.
And extension got installed I verified SLA version is 0.07
as document mentioned I need to run db upgrade only prior to 0.0.6
(i ignored it)

now coming to Tools->Configuration->Custom Fields->Select I don’t
see custom Fields SLA/or related to it.

and I really appreciate for help me

Thanks
Arun

On Wed, May 22, 2013 at 4:58 PM, Ruslan Zakirov < ruz@bestpractical.com> wrote:
If you don’t see SLA custom field in RT (go to Tools →
Configuration → Custom Fields → Select) then you didn’t follow
installation instructions properly and just has config and code that is not
executed as it’s not registered in the DB.

On Wed, May 22, 2013 at 3:26 PM, Arun ragini arunragini@gmail.comwrote:
I don’t see SLA while creating tickets and I don’t see them after
creating tickets.

I’m kind of confused I hoping to find some tutorial on how to
configure SLA for RT

On Wed, May 22, 2013 at 4:33 PM, Ruslan Zakirov < ruz@bestpractical.com> wrote:
You should use more accounts to test.
Have you checked logs?
Do you see SLA CF on tickets?
Do you see SLA CF set on tickets?

On Wed, May 22, 2013 at 2:45 PM, Arun ragini < arunragini@gmail.com> wrote:
yes I’m talking about SLA extension,

I have gone through
rt-extension-sla/README at master · bestpractical/rt-extension-sla · GitHub

after I create ticket and and own the ticket I don’t get to see
the Due date/time etc.

My SLA config as follows

%RT::ServiceAgreements = (
Default => ‘4h’,
QueueDefault => {
‘General’ => ‘4h’,
‘Clients’ => ‘1d’,
},
Levels => {
‘4h’ => {
Resolve => { RealMinutes => 604 },
Response => { RealMinutes => 601 },
},
            '2h'  => {
                    Response   => { RealMinutes => 60*2 },
                    Resolve => { RealMinutes => 60 },
            },
            '1d' => {
                    Response   => { RealMinutes => 60*1 },
                    Resolve => { RealMinutes => 60*24 },
            },

    },
);
–
Best regards, Ruslan.
–
www.opensourcer.net
–
Best regards, Ruslan.
–
www.opensourcer.net
–
Best regards, Ruslan.
–
www.opensourcer.net
–
www.opensourcer.net
–
Best regards, Ruslan.
–
www.opensourcer.net
–
Best regards, Ruslan.

www.opensourcer.net

Ruslan_Zakirov1 · May 24, 2013, 9:42am

Thanks you excellent support.
I have one last question can you provide rt-crontool examples if you have
one.

No, I don’t have one, but the tool is well documented. If you have troubles
start a new thread on the list.

Thanks again for your excellent support.

Thanks in advance
Arun

cool I did that, I have set 2h and 4h for two tickets.
I was assuming that I get notification to respond and with some kind of
alert, do I need to run some tool in the backend or is it like I need to
open the ticket for SLA to take effect ? (one ticket is new and the other
ticket is open status)

Thanks for again all the help you are providing.

The extension maintains Due date. You can use rt-crontool to notify about
tickets close to due or overdue. You can adjust searches to sort by Due
date, so tickets that need attention are at the top.

Hi,

Thanks for the help, SLA CF has been created (by running make inidb)
with no values do I need to add the following SLA configuation like 4h, 2h
and 2d ? .

Yes. Add the values.
I have the following SLA configuration:

%RT::ServiceAgreements = (
Default => ‘4h’,
QueueDefault => {
‘General’ => ‘4h’,
‘Clients’ => ‘1d’,
},
Levels => {
‘4h’ => {
Resolve => { RealMinutes => 604 },
Response => { RealMinutes => 601 },
},
            '2h'  => {
                    Response   => { RealMinutes => 60*2 },
                    Resolve => { RealMinutes => 60 },
            },
            '1d' => {
                    Response   => { RealMinutes => 60*1 },
                    Resolve => { RealMinutes => 60*24 },
            },

    },
);

Thanks in advance
Arun

Let me try that. Thanks for all the help.

It’s first time installtion and you have to run ‘make initdb’ that
is not executed by CPAN shell you used. At this moment we can not fully
automate installation via cpan shell.

Hi,

I have installed SLA extention using perl -MCPAN -e ‘install
RT::Extension::SLA;’
asked me for RT.pm path I have provided it.
And extension got installed I verified SLA version is 0.07
as document mentioned I need to run db upgrade only prior to 0.0.6
(i ignored it)

now coming to Tools->Configuration->Custom Fields->Select I don’t
see custom Fields SLA/or related to it.

and I really appreciate for help me

Thanks
Arun

If you don’t see SLA custom field in RT (go to Tools →
Configuration → Custom Fields → Select) then you didn’t follow
installation instructions properly and just has config and code that is not
executed as it’s not registered in the DB.

I don’t see SLA while creating tickets and I don’t see them after
creating tickets.

I’m kind of confused I hoping to find some tutorial on how to
configure SLA for RT

You should use more accounts to test.
Have you checked logs?
Do you see SLA CF on tickets?
Do you see SLA CF set on tickets?

yes I’m talking about SLA extension,

I have gone through
rt-extension-sla/README at master · bestpractical/rt-extension-sla · GitHub

after I create ticket and and own the ticket I don’t get to see
the Due date/time etc.

My SLA config as follows

%RT::ServiceAgreements = (
Default => ‘4h’,
QueueDefault => {
‘General’ => ‘4h’,
‘Clients’ => ‘1d’,
},
Levels => {
‘4h’ => {
Resolve => { RealMinutes => 604 },
Response => { RealMinutes => 601 },
},
            '2h'  => {
                    Response   => { RealMinutes => 60*2 },
                    Resolve => { RealMinutes => 60 },
            },
            '1d' => {
                    Response   => { RealMinutes => 60*1 },
                    Resolve => { RealMinutes => 60*24 },
            },

    },
);
–
Best regards, Ruslan.
–
www.opensourcer.net
–
Best regards, Ruslan.
–
www.opensourcer.net
–
Best regards, Ruslan.
–
www.opensourcer.net
–
www.opensourcer.net
–
Best regards, Ruslan.
–
www.opensourcer.net
–
Best regards, Ruslan.
–
www.opensourcer.net

Best regards, Ruslan.