SLA timers?

RT Users
1

Hi,

I am wondering is its possible to create an SLA with for example 8
hours, and that when some one creates a ticket, they select the SLA, and
a timer go’s running with that ticket that shows how much time is left
on working on the ticket. Is this possible in RT, and if yes, is there
some documentation on this I can read about?

Cheers,

Met vriendelijke groet,

Wouter van den Bergh, Customer Support Engineer 2nd Line

Easynet Nederland B.V., http://www.easynet.nl http://www.easynet.nl/

Tel(Nationaal): 0800-6682937 Tel(Internationaal): +31 (0)20 798 98 80,
Fax: +31 (0)20 798 98 05

CSC@nl.easynet.net

2

You could set up a queue for each SLA that autosets the due date with
the create scrip. The wiki has examples of a lot of scrips that should
help you cobble one together.

Wouter van den Bergh wrote:

3

Wouter;

I am guessing you need this (how long left) visible from search pages …
I think using the Due and DueRelative should do the trick for you??

Roy

Drew Barnes wrote:

4

Hi,

This comes close, but I need a few more additions.

We use different SLA’s, so I will need to be able to select an SLA with a timer configured with it. Our best SLA’s are 24x7, so they don’t deal with business hours. Our other SLA’s are withtin business hours, but vary from 8 hours to 48 hours, so on ticket creation I somehow need to be able to select the correct SLA for the ticket so it loads the correct timer.

Cheers,

Met vriendelijke groet,

Wouter van den Bergh, Customer Support Engineer 2nd Line

Easynet Nederland B.V., http://www.easynet.nl http://www.easynet.nl/

Tel(Nationaal): 0800-6682937 Tel(Internationaal): +31 (0)20 798 98 80, Fax: +31 (0)20 798 98 05

CSC@nl.easynet.netFrom: mhi [mailto:marouane.himdi@kereval.com]
Sent: woensdag 21 november 2007 14:45
To: Wouter van den Bergh
Subject: RE: [rt-users] SLA timers?

I have set up this feature using DueDateinBusinessHours’s scrip

have a look at this link DueDateinBusinessHours - Request Tracker Wiki

Hope this help

Marouane HIMDI
Ingénieur Docteur
QoS & Test en charges

KEREVAL
80 Avenue des Buttes de Coësmes
Immeuble Gallium 35700 Rennes - France
Tel : +33 (0)2 23 20 36 64, +33 (0)2 23 20 39 12
http://www.kereval.com http://www.kereval.com/

De : rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] De la part de Wouter van den Bergh
Envoyé : mercredi 21 novembre 2007 12:11
À : rt-users@lists.bestpractical.com
Objet : [rt-users] SLA timers?

Hi,

I am wondering is its possible to create an SLA with for example 8 hours, and that when some one creates a ticket, they select the SLA, and a timer go’s running with that ticket that shows how much time is left on working on the ticket. Is this possible in RT, and if yes, is there some documentation on this I can read about?

Cheers,

Met vriendelijke groet,

Wouter van den Bergh, Customer Support Engineer 2nd Line

Easynet Nederland B.V., http://www.easynet.nl http://www.easynet.nl/

Tel(Nationaal): 0800-6682937 Tel(Internationaal): +31 (0)20 798 98 80, Fax: +31 (0)20 798 98 05

CSC@nl.easynet.net

5

Hi,

Thanks for the reply. The issue on this solution is that we get way to
many queues. We have around 8 different SLA’s, with different product
sections (queues are split up per section, data, voice, hosting, etc
etc).

The best solution here would be if I could select a SLA, which has a
time already bound to it.

For now it would be good too if the tickets itself register times at
all, such as timestamps for ticket creation, ticket opening, ticket
resolving etc. But also this I cannot find.

Cheers,

Met vriendelijke groet,

Wouter van den Bergh, Customer Support Engineer 2nd Line

Easynet Nederland B.V., http://www.easynet.nl

Tel(Nationaal): 0800-6682937 Tel(Internationaal): +31 (0)20 798 98 80,
Fax: +31 (0)20 798 98 05

CSC@nl.easynet.netFrom: Drew Barnes [mailto:barnesaw@ucrwcu.rwc.uc.edu]
Sent: woensdag 21 november 2007 14:27
To: Wouter van den Bergh
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] SLA timers?

You could set up a queue for each SLA that autosets the due date with
the create scrip. The wiki has examples of a lot of scrips that should
help you cobble one together.

Wouter van den Bergh wrote:

Hi,

I am wondering is its possible to create an SLA with for example 8
hours, and that when some one creates a ticket, they select the SLA,
and a timer go’s running with that ticket that shows how much time is
left on working on the ticket. Is this possible in RT, and if yes, is
there some documentation on this I can read about?

Cheers,

Met vriendelijke groet,

Wouter van den Bergh, Customer Support Engineer 2nd Line

Easynet Nederland B.V., http://www.easynet.nl http://www.easynet.nl/

Tel(Nationaal): 0800-6682937 Tel(Internationaal): +31 (0)20 798 98 80,
Fax: +31 (0)20 798 98 05

CSC@nl.easynet.net

The rt-users Archives

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6

What I have here is a custom field (select one value) with sla’s listed,
the cf apply to all queues.
A global scrip that set the Due date based on the value of the cf sla
selected.
in most cases the sla is selected by the staff member pending on the
issue.We have some queues where sla’s are assigned automatically , for
those I use the Due fields available from the Queue properties.On the wiki there are samples and scrips on how to deal with custom fields values in scrips, Possibly the only complication, is the business hours part, but even that is described in the wiki as per the below. Regards; Roy Wouter van den Bergh wrote:

Hi,

This comes close, but I need a few more additions.

We use different SLA’s, so I will need to be able to select an SLA with a timer configured with it. Our best SLA’s are 24x7, so they don’t deal with business hours. Our other SLA’s are withtin business hours, but vary from 8 hours to 48 hours, so on ticket creation I somehow need to be able to select the correct SLA for the ticket so it loads the correct timer.

Cheers,

Met vriendelijke groet,

Wouter van den Bergh, Customer Support Engineer 2nd Line

Easynet Nederland B.V., http://www.easynet.nl http://www.easynet.nl/

Tel(Nationaal): 0800-6682937 Tel(Internationaal): +31 (0)20 798 98 80, Fax: +31 (0)20 798 98 05

CSC@nl.easynet.net

From: mhi [mailto:marouane.himdi@kereval.com]
Sent: woensdag 21 november 2007 14:45
To: Wouter van den Bergh
Subject: RE: [rt-users] SLA timers?

I have set up this feature using DueDateinBusinessHours’s scrip

have a look at this link DueDateinBusinessHours - Request Tracker Wiki

Hope this help

Marouane HIMDI
Ing�nieur Docteur
QoS & Test en charges

KEREVAL
80 Avenue des Buttes de Co�smes
Immeuble Gallium 35700 Rennes - France
Tel : +33 (0)2 23 20 36 64, +33 (0)2 23 20 39 12
http://www.kereval.com http://www.kereval.com/

De : rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] De la part de Wouter van den Bergh
Envoy� : mercredi 21 novembre 2007 12:11
� : rt-users@lists.bestpractical.com
Objet : [rt-users] SLA timers?

Hi,

I am wondering is its possible to create an SLA with for example 8 hours, and that when some one creates a ticket, they select the SLA, and a timer go’s running with that ticket that shows how much time is left on working on the ticket. Is this possible in RT, and if yes, is there some documentation on this I can read about?

Cheers,

Met vriendelijke groet,

Wouter van den Bergh, Customer Support Engineer 2nd Line

Easynet Nederland B.V., http://www.easynet.nl http://www.easynet.nl/

Tel(Nationaal): 0800-6682937 Tel(Internationaal): +31 (0)20 798 98 80, Fax: +31 (0)20 798 98 05

CSC@nl.easynet.net

The rt-users Archives

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7

Roy,

Thats correct, it needs to be visable from the search pages, but also it should be able be listed in end-month stats.

The issue, from what i can see, with the Due and DueRelative is that users seem to need to enter this manually, and as you might know aswell, people simply don’t do it when they are required to fill in times and such.

I’ve been searching countless hours on the wiki page, but i cannot find anything which even remotely looks like that i am searching for, and that surprises me, as i could imagen we’re not the only company working with SLA timers.

Maybe i am not looking good, so could some one point me to a script which even remotely looks a bit like what i want? Maybe from there i can do up some inspiration and find out were to begin.

Cheers,

WouterFrom: Roy El-Hames [mailto:rfh@pipex.net]
Sent: Wed 11/21/2007 2:39 PM
To: Drew Barnes
Cc: Wouter van den Bergh; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] SLA timers?

Wouter;

I am guessing you need this (how long left) visible from search pages …
I think using the Due and DueRelative should do the trick for you??

Roy

Drew Barnes wrote:

You could set up a queue for each SLA that autosets the due date with
the create scrip. The wiki has examples of a lot of scrips that should
help you cobble one together.

Wouter van den Bergh wrote:

Hi,

I am wondering is its possible to create an SLA with for example 8
hours, and that when some one creates a ticket, they select the SLA,
and a timer go’s running with that ticket that shows how much time is
left on working on the ticket. Is this possible in RT, and if yes, is
there some documentation on this I can read about?

Cheers,

Met vriendelijke groet,

Wouter van den Bergh, Customer Support Engineer 2nd Line

Easynet Nederland B.V., http://www.easynet.nl http://www.easynet.nl/ http://www.easynet.nl/

Tel(Nationaal): 0800-6682937 Tel(Internationaal): +31 (0)20 798 98 80,
Fax: +31 (0)20 798 98 05

CSC@nl.easynet.net

The rt-users Archives

SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:

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Community help: http://wiki.bestpractical.com http://wiki.bestpractical.com/
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8

I know you can set a default due time per queue. I have never looked at
it based on a custom field but a scrip in TransactionBatch stage may be
able to do what you want.

Wouter van den Bergh wrote:

9

There is RT-Extension-SLA in our public repository. It’s almost ready
for production, but havn’t got much testing, yet. It has pretty good
documentation.On Nov 21, 2007 2:10 PM, Wouter van den Bergh wouter.van.den.bergh@nl.easynet.net wrote:

Hi,

I am wondering is its possible to create an SLA with for example 8 hours,
and that when some one creates a ticket, they select the SLA, and a timer
go’s running with that ticket that shows how much time is left on working on
the ticket. Is this possible in RT, and if yes, is there some documentation
on this I can read about?

Cheers,

Met vriendelijke groet,

Wouter van den Bergh, Customer Support Engineer 2nd Line

Easynet Nederland B.V., http://www.easynet.nl

Tel(Nationaal): 0800-6682937 Tel(Internationaal): +31 (0)20 798 98 80, Fax:
+31 (0)20 798 98 05

CSC@nl.easynet.net

The rt-users Archives

SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:

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Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

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Buy a copy at http://rtbook.bestpractical.com

Best regards, Ruslan.

10

Hi,

I would like to add extra ticket status options besides new, open,
stalled, closed, resolved etc.

I’ve been searching the net on how to do this, but I cannot find any
ware on how to do this.

Can any one push me in the right direction?

Cheers,

Met vriendelijke groet,

Wouter van den Bergh, Customer Support Engineer 2nd Line

Easynet Nederland B.V., http://www.easynet.nl http://www.easynet.nl/

Tel(Nationaal): 0800-6682937 Tel(Internationaal): +31 (0)20 798 98 80,
Fax: +31 (0)20 798 98 05

CSC@nl.easynet.net

11

Wouter van den Bergh wrote:

Hi,

I am wondering is its possible to create an SLA with for example 8
hours, and that when some one creates a ticket, they select the SLA, and
a timer go�s running with that ticket that shows how much time is left
on working on the ticket. Is this possible in RT, and if yes, is there
some documentation on this I can read about?

I read all posts on this thread and it looks like you’re looking at a
variable amount of Queues and SLA’s combined together.
One way of solving this might involve scrips and customfields maybe
together with the RT extension Assets.
We use something like the above to administer how much hours are spend
on task for clients and how much hours the have bought in advance. Hours
booked on a ticket are automatically subtracted from an asset and
through the use of customfields of that assets it will fire/set
additional customfields, create tickets.

Joop

PS: to Wouter,

If you need to talk to someone in Dutch, :wink:
, about it, feel free to contact me

12

Wouter van den Bergh wrote:

Hi,

I would like to add extra ticket status options besides new, open,
stalled, closed, resolved etc.
I�ve been searching the net on how to do this, but I cannot find any
ware on how to do this.

Can any one push me in the right direction?

These can be added throught RT_SiteConfig.pm for directions see below or
RT_Config.pm

{{{ Miscellaneous RT Settings

You can define new statuses and even reorder existing statuses here.

WARNING. DO NOT DELETE ANY OF THE DEFAULT STATUSES. If you do, RT

will break horribly. The statuses you add must be no longer than

10 characters.

@ActiveStatus = qw(new open stalled) unless @ActiveStatus;
@InactiveStatus = qw(resolved rejected deleted) unless @InactiveStatus;

Joop

13

Hi,

We have an issue with merged tickets taking a very long time to load, up to
30 seconds. The sub TicketOverloay::Load is called a lot, logging 6000 lines
of ‘found merged ticket’.

Is this just how it works or is there a problem here?

  • Dan
14

Hi,

Perhaps a somewhat odd question, but were is your public repository
located?

Cheers,

Met vriendelijke groet,

Wouter van den Bergh, Customer Support Engineer 2nd Line

Easynet Nederland B.V., http://www.easynet.nl

Tel(Nationaal): 0800-6682937 Tel(Internationaal): +31 (0)20 798 98 80,
Fax: +31 (0)20 798 98 05

CSC@nl.easynet.netFrom: ruslan.zakirov@gmail.com [mailto:ruslan.zakirov@gmail.com] On
Behalf Of Ruslan Zakirov
Sent: woensdag 21 november 2007 21:16
To: Wouter van den Bergh
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] SLA timers?

There is RT-Extension-SLA in our public repository. It’s almost ready
for production, but havn’t got much testing, yet. It has pretty good
documentation.

Hi,

I am wondering is its possible to create an SLA with for example 8
hours,
and that when some one creates a ticket, they select the SLA, and a
timer
go’s running with that ticket that shows how much time is left on
working on
the ticket. Is this possible in RT, and if yes, is there some
documentation
on this I can read about?

Cheers,

Met vriendelijke groet,

Wouter van den Bergh, Customer Support Engineer 2nd Line

Easynet Nederland B.V., http://www.easynet.nl

Tel(Nationaal): 0800-6682937 Tel(Internationaal): +31 (0)20 798 98
80, Fax:
+31 (0)20 798 98 05

CSC@nl.easynet.net

The rt-users Archives

SAVE THOUSANDS OF DOLLARS ON RT SUPPORT:

If you sign up for a new RT support contract before December 31, we’ll
take
up to 20 percent off the price. This sale won’t last long, so get in
touch
today.
Email us at sales@bestpractical.com or call us at +1 617 812 0745.

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Best regards, Ruslan.

15

Hi Wouter,

since there was no answer to it yet:
Have a look at CustomStatuses - Request Tracker Wiki.

My boss didn’t like the idea of a custom field including additional
ticket statuses so I added some to the default ones. I also modified RT
to show tickets with those custom statuses in “RT at a glance” since by
default there are only tickets with statuses new and open shown by RT.

Unfortunately I’m very busy with other tasks right now but when I have
the time I will add a short tutorial to our internal knowledge base and
will also publish it in the wiki about that since I haven’t seen
anything like that there yet.

Best,
Ben

Wouter van den Bergh schrieb:

16

Hi,

We have an issue with merged tickets taking a very long time to load, up to
30 seconds. The sub TicketOverloay::Load is called a lot, logging 6000 lines
of ‘found merged ticket’.

Is this just how it works or is there a problem here?

That sounds like a problem. I haven’t seen that before.

17

I have seen them a lot too, even created small patch to mute them away:

grep -i merged /rt/etc/RT_SiteConfig.pm
Set($MuteWeFoundMergedTicket, “1”);

Hi,

We have an issue with merged tickets taking a very long time to load, up to
30 seconds. The sub TicketOverloay::Load is called a lot, logging 6000 lines
of ‘found merged ticket’.

Is this just how it works or is there a problem here?

That sounds like a problem. I haven’t seen that before.

Boris Lytochkin,
JSC e-port, Moscow

18

That worked like a charm! Thanks a lot!

Met vriendelijke groet,

Wouter van den Bergh, Customer Support Engineer 2nd Line

Easynet Nederland B.V., http://www.easynet.nl

Tel(Nationaal): 0800-6682937 Tel(Internationaal): +31 (0)20 798 98 80,
Fax: +31 (0)20 798 98 05

CSC@nl.easynet.netFrom: Joop [mailto:JoopvandeWege@mococo.nl]
Sent: donderdag 22 november 2007 9:09
To: Wouter van den Bergh
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] RE: SLA timers?

Wouter van den Bergh wrote:

Hi,

I would like to add extra ticket status options besides new, open,
stalled, closed, resolved etc.
I’ve been searching the net on how to do this, but I cannot find any
ware on how to do this.

Can any one push me in the right direction?

These can be added throught RT_SiteConfig.pm for directions see below or

RT_Config.pm

{{{ Miscellaneous RT Settings

You can define new statuses and even reorder existing statuses here.

WARNING. DO NOT DELETE ANY OF THE DEFAULT STATUSES. If you do, RT

will break horribly. The statuses you add must be no longer than

10 characters.

@ActiveStatus = qw(new open stalled) unless @ActiveStatus;
@InactiveStatus = qw(resolved rejected deleted) unless @InactiveStatus;

Joop

19

The issue isn’t really the output, its the 30 to 40 seconds it takes to load
the ticket. I guess though it maybe nice not to see it fill up the log all
the itme.From: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Boris
Lytochkin
Sent: 24 November 2007 09:05
To: rt-users-request@lists.bestpractical.com
Subject: Re: [rt-users] Merged tickets very slow

I have seen them a lot too, even created small patch to mute them away:

grep -i merged /rt/etc/RT_SiteConfig.pm
Set($MuteWeFoundMergedTicket, “1”);

Hi,

We have an issue with merged tickets taking a very long time to load,
up to 30 seconds. The sub TicketOverloay::Load is called a lot,
logging 6000 lines of ‘found merged ticket’.

Is this just how it works or is there a problem here?

That sounds like a problem. I haven’t seen that before.

Boris Lytochkin,
JSC e-port, Moscow

http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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Email us at sales@bestpractical.com or call us at +1 617 812 0745.

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sales@bestpractical.com

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20

We had this issue before. Are you using PostGres as your database? We
found that once we vacuumed the database, it resolved the issue.

Daniel Jennings wrote: