Problems with SLA since upgrading to 4.4

RT Users
1

Hello,

Recently upgraded from 4.2.11 > 4.4.0 which has SLA in its core config.
Removed all my SLA details from RT_SiteConfig.pm, removed the extension from
Plugins, and ran the upgrade-sla in the RT 4.4.0 install directory.

Wrote my SLA scripting back in as referenced from the RT 4.4 page.

Doesn’t appear to work. Can someone have a look over my settings or tell me
what i’m missing?

Assume it no longer uses the SLA custom field. If so the below should work
fine…?

Set( %ServiceAgreements, (
Default => ‘General’,
QueueDefault => {
‘Support’ => ‘SL1’,
},
Levels => {
‘General’ => {
Starts => { RealMinutes => 0 },
Response => { RealMinutes => 460 },
Resolve => { RealMinutes => 860 },
},
‘SL1’ => {
Starts => { RealMinutes => 0 },
Response => { RealMinutes => 60 },
Resolve => { RealMinutes => 4*60 },
},
},
));

Set( %ServiceBusinessHours, (
‘Default’ => {
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 => ‘08:00’, End => ‘19:00’ },
6 => { Name => ‘Saturday’, Start => ‘09:00’, End => ‘13:00’ },
},
));

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2

did the upgrade script run without errors? in my case the script didn’t run
at first because it complained it couldn’t find perl modules. If you
compiled RT by yourself and used cpan to install perl modules, chances are
they are located outside of your distro’s main perl libs, so you have to run
the script with perl -I/opt/rt4/lib upgrade-sla.

I couldn’t see my assets until i did this, haven’t tested SLA yet.

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3

Thanks for your reply fleon but I don’t believe this is the problem.

I had to initially add these to the script to get it to work.

use lib “/tmp/rt-4.4.0/lib”;
use lib “/opt/rt4/lib”;

I believe its worked fine because the existing SLA custom fields, script
conditions, scripts etc. have been replaced with the new ones.

Still cannot seem to get it to work. Any other suggestions?

The scripts are present in RT, (Set sla, if sla is required etc, even tried
a new script based on create, set SLA) but none seem to trigger.

Ps. I am aware I’ve used realminutes instead of businessminutes in my
example, but its just for testing. Ive even just copy/pasted the examples
from the doco and RT_Config.pm which also don’t seem to do anything.

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4

Hello,

Hi,

Recently upgraded from 4.2.11 > 4.4.0 which has SLA in its core config. […]
Doesn’t appear to work. Can someone have a look over my settings or tell me
what i’m missing?

Could you check each queue’s Basics admin page to see if “SLA Enabled” is checked?

Thanks,
Shawn

5

Thanks Shawn. Thats all it was… Working perfectly now.

I feel silly for not seeing that option!

Appreciate your help.
Leigh> On 17 Feb 2016, at 6:25 AM, Shawn Moore [via RequestTracker] <ml-node+s8502n61396h91@n7.nabble.com mailto:ml-node+s8502n61396h91@n7.nabble.com> wrote:

On 2016年2月11日 at 0:46:59, Yourevilness ([hidden email] x-msg://3/user/SendEmail.jtp?type=node&node=61396&i=0) wrote:

Hello,

Hi,

Recently upgraded from 4.2.11 > 4.4.0 which has SLA in its core config. […]
Doesn’t appear to work. Can someone have a look over my settings or tell me
what i’m missing?

Could you check each queue’s Basics admin page to see if “SLA Enabled” is checked?

Thanks,
Shawn

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