So I want to enable SLAs for a couple of queues and used the example code from this bestpractical blog entry to start myself off:
Set( %ServiceAgreements, (
Levels => {
'10x5' => {
Starts => { BusinessMinutes => 0 },
Resolve => { BusinessMinutes => 60*8*5 },
BusinessHours => 'My BusinessHours',
},
'24x7' => {
Starts => { RealMinutes => 0 },
Response => { RealMinutes => 30 },
Resolve => { RealMinutes => 60*2 },
},
},
Default => '10x5',
QueueDefault => {
'Basic' => '10x5',
'support' => '10x5',
},
));
Set( %ServiceBusinessHours, (
'My BusinessHours' => {
1 => { Name => 'Monday', Start => '08:00', End => '18:00' },
2 => { Name => 'Tuesday', Start => '08:00', End => '18:00' },
3 => { Name => 'Wednesday', Start => '08:00', End => '18:00' },
4 => { Name => 'Thursday', Start => '08:00', End => '18:00' },
5 => { Name => 'Friday', Start => '08:00', End => '16:00' },
},
));
However, when I create a ticket in my queue named “support”, it’s neither receiving a “Started” nor a “Due” date. It just sits there with a Created and LastModified Date.
There are no errors or warnings in the logs that I can make any sense of, and SLA is enabled on the queue.
This happens on 4.4.4 (production) and 5.0.0 (staging) instances with legacy configs, as well as on a empty 5.0.0 installation that I use for disruptive testing.
Any ideas or pointers what could be wrong? I combed through the blog as well as Customizing/SLA in the documentation, but I can’t find what I’m missing. Do I need to set some specific scrips?