Question about SLA module

RT Users
#1

Hello Ruslan

I have 3 questions about the SLA module - probably something simple for you.

  • When I’m installing the SLA module, a custom field is create
    automatically - called
    SLAhttp://10.0.50.118/Admin/CustomFields/Modify.html?id=1
    I’ve changed it to something better for us : support SLA. After changed the
    value, the module doesn’t work anymore. Should I do something in database ?
    In your documentation you say “This field is created during make
    initdbstep (above) and applied globally” - Can you have an idea ?

  • My second point is about multiple SLA. I would like to have 2 different
    SLA - one for support, second development. Do you have any clues on how to
    perform this configuration ? To be honnest I’ve played with the
    configuration file and it was not so easy. I’ve tried to install the module
    2 times and I see the SLA custom field 2 times, does it make sens ?

  • Do you have an idea to uninstall the plugin ? In my job I need to
    document it (event I won’t uninstall it for sure ;))

Thank you very much Ruslan and I hope to not boring you with my questions :slight_smile:
Kind regards / Cordialement

Alexandre Leprevost
Project Engineer / Delivery Team

4 rue de l´Abreuvoir
92 400 Courbevoie
France
al@efficientip.com
Tel : +33 (0)1 75 84 88 98
Fax : +33 (0)9 57 88 09 40

#2
  • When I’m installing the SLA module, a custom field is create automatically - called [1]SLA
    I’ve changed it to something better for us : support SLA. After changed the value, the module
    doesn’t work anymore. Should I do something in database ? In your documentation you say “This
    field is created during make initdb step (above) and applied globally” - Can you have an idea

The Custom Field name in use by the module is hard coded to SLA.
To use another name you’ll need to provide a patch to make it
flexible.

  • My second point is about multiple SLA. I would like to have 2 different SLA - one for
    support, second development. Do you have any clues on how to perform this configuration ? To
    be honnest I’ve played with the configuration file and it was not so easy. I’ve tried to
    install the module 2 times and I see the SLA custom field 2 times, does it make sens ?

It’s quite possible to have different SLAs per Queue, we do, it’s
shown in the documentation.

Also, in the README, where it says
make initdb (for the first time only)
you ran in twice, you’ll want to disable or delete the second
extraneous SLA custom field.

  • Do you have an idea to uninstall the plugin ? In my job I need to document it (event I won’t
    uninstall it for sure ;))

Remove from @Plugins line, disable Scrips and Custom Fields.

-kevin

#3

Hello Kevin

Thank you for your different answers, unfortunately I was expecting to be
able to change the SLA name field for multiple SLA instance.

Let me explain to you quickly what I’m expecting, I’m probably confusing
something and give me an headach to myself :slight_smile:

In our firm, we would like 2 queues “Support” and “Development”

Support queue should be able to set a list called “priority” (and not SLA)
with a list of several SLA (P1 to P4 - From important to not important
answer and resolve time). Development queue should be able to see an
another list called “internal” with a different list of SLA (not defined
yet). What I understand for now is different: I’m able to do a uniq list
“SLA” with multiple SLA in it.

Do you see the difference ? And I’ve played with the conf file and multiple
installation of the module to have 2 SLA fields but after that, everything
was dead (nothing work anymore).

Do you think that it’s possible ?

I hope that you’ll be able to give me a clue - After that I’ll be ready to
run the project with this very important step for us !

Thank you in advance for your time
Kind regards / Cordialement

Alexandre Leprevost
Project Engineer / Delivery Team

4 rue de l´Abreuvoir
92 400 Courbevoie
France
al@efficientip.com
Tel : +33 (0)1 75 84 88 98
Fax : +33 (0)9 57 88 09 40
www.efficientip.com2013/10/17 Kevin Falcone falcone@bestpractical.com

On Thu, Oct 17, 2013 at 02:26:01PM +0200, Alexandre LEPREVOST wrote:

  • When I’m installing the SLA module, a custom field is create
    automatically - called [1]SLA
    I’ve changed it to something better for us : support SLA. After
    changed the value, the module
    doesn’t work anymore. Should I do something in database ? In your
    documentation you say “This
    field is created during make initdb step (above) and applied
    globally” - Can you have an idea

The Custom Field name in use by the module is hard coded to SLA.
To use another name you’ll need to provide a patch to make it
flexible.

  • My second point is about multiple SLA. I would like to have 2
    different SLA - one for
    support, second development. Do you have any clues on how to perform
    this configuration ? To
    be honnest I’ve played with the configuration file and it was not so
    easy. I’ve tried to
    install the module 2 times and I see the SLA custom field 2 times,
    does it make sens ?

It’s quite possible to have different SLAs per Queue, we do, it’s
shown in the documentation.

Also, in the README, where it says
make initdb (for the first time only)
you ran in twice, you’ll want to disable or delete the second
extraneous SLA custom field.

  • Do you have an idea to uninstall the plugin ? In my job I need to
    document it (event I won’t
    uninstall it for sure ;))

Remove from @Plugins line, disable Scrips and Custom Fields.

-kevin

#4

Thank you for your different answers, unfortunately I was expecting to be able to change the
SLA name field for multiple SLA instance.

Let me explain to you quickly what I’m expecting, I’m probably confusing something and give me
an headach to myself :slight_smile:

In our firm, we would like 2 queues “Support” and “Development”

Support queue should be able to set a list called “priority” (and not SLA) with a list of
several SLA (P1 to P4 - From important to not important answer and resolve time). Development
queue should be able to see an another list called “internal” with a different list of SLA
(not defined yet). What I understand for now is different: I’m able to do a uniq list "SLA"
with multiple SLA in it.

Do you see the difference ? And I’ve played with the conf file and multiple installation of
the module to have 2 SLA fields but after that, everything was dead (nothing work anymore).

You can have two SLA fields, but they must be Queue level, not global.
One applied to each of your queues, each with a different set of
values, then set your configuration appropriately.

You still cannot rename the SLA custom field.

-kevin

#5

Thank you Kevin

I see what you mean but do you have a quick example of configuration file
for this ? I’m not asking a full configuration file in detail, but just a
very basic one (pseudo code should be enough for sure).

My probleme is to translate what I would like in this conf file. But I
understand what you mean and it should be enough for us If I succeed to do
that.

Thank you Kevin for your nice support

#6

Thank you Kevin

I see what you mean but do you have a quick example of configuration file
for this ? I’m not asking a full configuration file in detail, but just a
very basic one (pseudo code should be enough for sure).

My probleme is to translate what I would like in this conf file. But I
understand what you mean and it should be enough for us If I succeed to do
that.

Thank you Kevin for your nice support
Kind regards / Cordialement

Alexandre Leprevost
Project Engineer / Delivery Team

4 rue de l´Abreuvoir
92 400 Courbevoie
France
al@efficientip.com
Tel : +33 (0)1 75 84 88 98
Fax : +33 (0)9 57 88 09 40
www.efficientip.com2013/10/18 Kevin Falcone falcone@bestpractical.com

On Fri, Oct 18, 2013 at 02:00:27PM +0200, Alexandre LEPREVOST wrote:

Thank you for your different answers, unfortunately I was expecting
to be able to change the
SLA name field for multiple SLA instance.

Let me explain to you quickly what I’m expecting, I’m probably
confusing something and give me
an headach to myself :slight_smile:

In our firm, we would like 2 queues “Support” and “Development”

Support queue should be able to set a list called “priority” (and not
SLA) with a list of
several SLA (P1 to P4 - From important to not important answer and
resolve time). Development
queue should be able to see an another list called “internal” with a
different list of SLA
(not defined yet). What I understand for now is different: I’m able
to do a uniq list “SLA”
with multiple SLA in it.

Do you see the difference ? And I’ve played with the conf file and
multiple installation of
the module to have 2 SLA fields but after that, everything was dead
(nothing work anymore).

You can have two SLA fields, but they must be Queue level, not global.
One applied to each of your queues, each with a different set of
values, then set your configuration appropriately.

You still cannot rename the SLA custom field.

-kevin

#7

Hello Ruslan

Yes after renamed it, it was working again - I was wondering if it was
possible to rename it (seems not possible for the moment).

For the uninstallation it’s ok also :slight_smile:

For the second point, I don’t get it even after reading the documentation -
that’s why I asked your help. You know a simple exemple with pseudo code
should be “clearly” enough. It’s just about open my mind on something I
don’t get yet. Or do you have a site with examples ? I take anything :wink:

Anyway, I would like to thank you for your precious help.* *

Kind regards / Cordialement

Alexandre Leprevost
Project Engineer / Delivery Team

4 rue de l´Abreuvoir
92 400 Courbevoie
France
al@efficientip.com
Tel : +33 (0)1 75 84 88 98
Fax : +33 (0)9 57 88 09 40
www.efficientip.com2013/10/22 Ruslan Zakirov ruz@bestpractical.com

On Thu, Oct 17, 2013 at 4:26 PM, Alexandre LEPREVOST al@efficientip.comwrote:

Hello Ruslan

I have 3 questions about the SLA module - probably something simple for
you.

  • When I’m installing the SLA module, a custom field is create
    automatically - called SLAhttp://10.0.50.118/Admin/CustomFields/Modify.html?id=1
    I’ve changed it to something better for us : support SLA. After changed
    the value, the module doesn’t work anymore. Should I do something in
    database ? In your documentation you say “This field is created during make
    initdb step (above) and applied globally” - Can you have an idea ?

Rename it back.

  • My second point is about multiple SLA. I would like to have 2 different
    SLA - one for support, second development. Do you have any clues on how to
    perform this configuration ? To be honnest I’ve played with the
    configuration file and it was not so easy. I’ve tried to install the module
    2 times and I see the SLA custom field 2 times, does it make sens ?

Read documentation.

  • Do you have an idea to uninstall the plugin ? In my job I need to
    document it (event I won’t uninstall it for sure ;))

Disable the custom field, remove all scrips that mention SLA and delete
plugin’s dir from local/plugins/ directory.

Thank you very much Ruslan and I hope to not boring you with my questions
:slight_smile:
Kind regards / Cordialement

Alexandre Leprevost
Project Engineer / Delivery Team

4 rue de l´Abreuvoir
92 400 Courbevoie
France
al@efficientip.com
Tel : +33 (0)1 75 84 88 98
Fax : +33 (0)9 57 88 09 40
www.efficientip.com

–
Best regards, Ruslan.

#8

I see what you mean but do you have a quick example of configuration file for this ? I’m not
asking a full configuration file in detail, but just a very basic one (pseudo code should be
enough for sure).

My probleme is to translate what I would like in this conf file. But I understand what you
mean and it should be enough for us If I succeed to do that.

The docs for this module contain a bunch of pseudo-code configuration.

-kevin

#9

Sure Kevin but not for what I want to do or do I miss something ?

Kind regards / Cordialement

Alexandre Leprevost
Project Engineer / Delivery Team

4 rue de l´Abreuvoir
92 400 Courbevoie
France
al@efficientip.com
Tel : +33 (0)1 75 84 88 98
Fax : +33 (0)9 57 88 09 40
www.efficientip.com2013/10/22 Kevin Falcone falcone@bestpractical.com

On Fri, Oct 18, 2013 at 04:28:13PM +0200, Alexandre LEPREVOST wrote:

I see what you mean but do you have a quick example of configuration
file for this ? I’m not
asking a full configuration file in detail, but just a very basic one
(pseudo code should be
enough for sure).

My probleme is to translate what I would like in this conf file. But
I understand what you
mean and it should be enough for us If I succeed to do that.

The docs for this module contain a bunch of pseudo-code configuration.

-kevin