Due dates

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Due dates

Steven H
I installed rt4.4.0

When I configure queue, there is no place to input due dates. Instead there are fields "Starts" and "Due" which can be fill in a date such as "2016-04-15 00:00:00". I did a test creating a ticket, the due date is what I set in that fields.

What I need is setting duedate such as 3 days after tickets created.

I also use SLA. It can set a duetime in RT_Siteconif.pm for all queues, But I need set different duedates for different queues.
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Re: Due dates

Emmanuel Lacour
Le 15/04/2016 04:11, Steven H a écrit :

> I installed rt4.4.0
>
> When I configure queue, there is no place to input due dates. Instead there
> are fields "Starts" and "Due" which can be fill in a date such as
> "2016-04-15 00:00:00". I did a test creating a ticket, the due date is what
> I set in that fields.
>
> What I need is setting duedate such as 3 days after tickets created.
>
> I also use SLA. It can set a duetime in RT_Siteconif.pm for all queues, But
> I need set different duedates for different queues.
>
>


look at "QueueDefault" here
https://docs.bestpractical.com/rt/4.4.0/RT_Config.html#SLA, it's what
you need.

though this information is missing from
https://docs.bestpractical.com/rt/4.4.0/customizing/sla.html.


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Re: Due dates

Sally Ainsley
In reply to this post by Steven H
Hi

We have managed this by setting up different SLAs for different queues.

It was really fiddly and took lots of trial and error but we now have 5
different sets of SLAS - we have default 1 and default 2 which apply to the
majority of our Queues and then I have 3 bespoke ones.  

Each SLA set has a different set of "business hours" and 4 or 5 SLA levels.


Each level sets a due date based on the business or real hours defined
within the SLA level.

We have 5 SLA custom fields each with the defined SLA levels -each Custom
field has to be called "SLA" but then within each we have different names
for the levels defined the thing you have to ensure is that each SLA level
has a unique name.   We define the correct SLA for each QUEUE set by
allocating the relevant SLA Custom Field.

Does that help - or do you need to see some examples?

Regards

Sally

Sally Ainsley | Lifecycle Software |


-----Original Message-----
From: rt-users [mailto:[hidden email]] On Behalf
Of Steven H
Sent: 15 April 2016 03:11
To: [hidden email]
Subject: [rt-users] Due dates

I installed rt4.4.0

When I configure queue, there is no place to input due dates. Instead there
are fields "Starts" and "Due" which can be fill in a date such as
"2016-04-15 00:00:00". I did a test creating a ticket, the due date is what
I set in that fields.

What I need is setting duedate such as 3 days after tickets created.

I also use SLA. It can set a duetime in RT_Siteconif.pm for all queues, But
I need set different duedates for different queues.



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Re: Due dates

Joop
On 15-4-2016 10:15, Sally Ainsley wrote:

> Hi
>
> We have managed this by setting up different SLAs for different queues.
>
> It was really fiddly and took lots of trial and error but we now have 5
> different sets of SLAS - we have default 1 and default 2 which apply to the
> majority of our Queues and then I have 3 bespoke ones.  
>
> Each SLA set has a different set of "business hours" and 4 or 5 SLA levels.
>
>
> Each level sets a due date based on the business or real hours defined
> within the SLA level.
>
> We have 5 SLA custom fields each with the defined SLA levels -each Custom
> field has to be called "SLA" but then within each we have different names
> for the levels defined the thing you have to ensure is that each SLA level
> has a unique name.   We define the correct SLA for each QUEUE set by
> allocating the relevant SLA Custom Field.
>
> Does that help - or do you need to see some examples?
>
> Sally
Now that you shouldn't have offered :-)

Could you post an example, I'm interested in something like that and I'm
trying to get managment interested in changing bad habits :-)

Regards,

Joop

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Re: Due dates

Steven H
In reply to this post by Emmanuel Lacour
Emmanuel Lacour wrote
Le 15/04/2016 04:11, Steven H a écrit :
> I installed rt4.4.0
>
> When I configure queue, there is no place to input due dates. Instead there
> are fields "Starts" and "Due" which can be fill in a date such as
> "2016-04-15 00:00:00". I did a test creating a ticket, the due date is what
> I set in that fields.
>
> What I need is setting duedate such as 3 days after tickets created.
>
> I also use SLA. It can set a duetime in RT_Siteconif.pm for all queues, But
> I need set different duedates for different queues.
>
>


look at "QueueDefault" here
https://docs.bestpractical.com/rt/4.4.0/RT_Config.html#SLA, it's what
you need.

though this information is missing from
https://docs.bestpractical.com/rt/4.4.0/customizing/sla.html.


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Phone: +33 (0) 1 43 35 00 37    -   Fax: +33 (0) 1 43 35 00 76
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Emmanuel Lacour wrote
Le 15/04/2016 04:11, Steven H a écrit :
> I installed rt4.4.0
>
> When I configure queue, there is no place to input due dates. Instead
> there
> are fields "Starts" and "Due" which can be fill in a date such as
> "2016-04-15 00:00:00". I did a test creating a ticket, the due date is
> what
> I set in that fields.
>
> What I need is setting duedate such as 3 days after tickets created.
>
> I also use SLA. It can set a duetime in RT_Siteconif.pm for all queues,
> But
> I need set different duedates for different queues.
>
>


look at "QueueDefault" here
https://docs.bestpractical.com/rt/4.4.0/RT_Config.html#SLA, it's what
you need.

though this information is missing from
https://docs.bestpractical.com/rt/4.4.0/customizing/sla.html.


--
Easter-eggs                              Spécialiste GNU/Linux
44-46 rue de l'Ouest  -  75014 Paris  -  France -  Métro Gaité
Phone: +33 (0) 1 43 35 00 37    -   Fax: +33 (0) 1 43 35 00 76
mailto:elacour@easter-eggs.com  -   http://www.easter-eggs.com
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Quoted from:
http://requesttracker.8502.n7.nabble.com/Due-dates-tp61729p61730.html


Thanks, it works https://docs.bestpractical.com/rt/4.4.0/RT_Config.html#SLA .
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Re: Due dates

Steven H
In reply to this post by Sally Ainsley
Sally Ainsley wrote
Hi

We have managed this by setting up different SLAs for different queues.

It was really fiddly and took lots of trial and error but we now have 5
different sets of SLAS - we have default 1 and default 2 which apply to the
majority of our Queues and then I have 3 bespoke ones.  

Each SLA set has a different set of "business hours" and 4 or 5 SLA levels.


Each level sets a due date based on the business or real hours defined
within the SLA level.

We have 5 SLA custom fields each with the defined SLA levels -each Custom
field has to be called "SLA" but then within each we have different names
for the levels defined the thing you have to ensure is that each SLA level
has a unique name.   We define the correct SLA for each QUEUE set by
allocating the relevant SLA Custom Field.

Does that help - or do you need to see some examples?

Regards

Sally

Sally Ainsley | Lifecycle Software |


-----Original Message-----
From: rt-users [mailto:[hidden email]] On Behalf
Of Steven H
Sent: 15 April 2016 03:11
To: [hidden email]
Subject: [rt-users] Due dates

I installed rt4.4.0

When I configure queue, there is no place to input due dates. Instead there
are fields "Starts" and "Due" which can be fill in a date such as
"2016-04-15 00:00:00". I did a test creating a ticket, the due date is what
I set in that fields.

What I need is setting duedate such as 3 days after tickets created.

I also use SLA. It can set a duetime in RT_Siteconif.pm for all queues, But
I need set different duedates for different queues.



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http://requesttracker.8502.n7.nabble.com/Due-dates-tp61729.html
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---------
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* Washington DC - May 23 & 24, 2016

---------
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* Washington DC - May 23 & 24, 2016
I'm interest in how you do this. I think it is convenient to change params from admin control panel
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Re: Due dates

Sally Ainsley
In reply to this post by Sally Ainsley
Hi Steve, Joop, All

This is the code we use for the SLAs - it is not perfect and took some trial
and error but it is setting appropriate due dates for us .  I have had to
de-sensitise but hopefully you will be able to follow the ideas.  (We have
not been able to get any sort of Stop the Clock functionality implemented -
there are some previous threads about this but we could not get any to work
- to get around this we have introduced a Custom Field called SLA note - our
managers can fill this in if the DUE DATE is passed to explain why the issue
was not resolved by the DUE DATE - not perfect solution but best we have
been able to do so far.)

We have TWO different sets of SLAS - each has different business hours.
The code below is from our Config file and shows:
a) SLA BUSINESS HOURS & HOLIDAY Definitions
b) Service Agreements: SLA Default setting - ie if a customer does not set
an SLA when entering a ticket we set a default for each queue
c) SLA Level definition -  We have these level names in two different custom
fields called SLA and we apply each custom field to a different Queue - this
enable users to see the correct drop down box of SLA Level Options

Regards

Sally

---------------------------------------------------

Plugin('RT::Extension::SLA');

  %RT::ServiceBusinessHours = (
        'SET ONE BH' => {
            1 => { Name => 'Monday', Start => '8:30', End => '18:00' },
            2 => { Name => 'Tuesday', Start => '8:30', End => '18:00' },
            3 => { Name => 'Wednesday', Start => '8:30', End => '18:00' },
            4 => { Name => 'Thursday', Start => '8:30', End => '18:00' },
            5 => { Name => 'Friday', Start => '8:30', End => '18:00' },

holidays => [qw(2015-04-03 2015-03-6 2015-05-4 2015-05-24 2015-08-31
2015-12-25 2015-12-26 2016-01-01 2016-03-25 2016-03-28 2016-05-02 2016-05-30
2016-08-29 2016-12-26 2016-12-27 2017-01-02 2017-04-14 2017-04-17 2017-05-01
2017-05-29 2017-08-28 2017-12-25 2017-12-26 )],
},    
        'SET TWO BH' => {
            1 => { Name => 'Monday', Start => '8:00', End => '18:00' },
            2 => { Name => 'Tuesday', Start => '8:00', End => '18:00' },
            3 => { Name => 'Wednesday', Start => '8:00', End => '18:00' },
            4 => { Name => 'Thursday', Start => '8:00', End => '18:00' },
            5 => { Name => 'Friday', Start => '8:00', End => '18:00' },

holidays => [qw(2015-04-03 2015-03-6 2015-05-4 2015-05-24 2015-08-31
2015-12-25 2015-12-26 2016-01-01 2016-03-25 2016-03-28 2016-05-02 2016-05-30
2016-08-29 2016-12-26 2016-12-27 2017-01-02 2017-04-14 2017-04-17 2017-05-01
2017-05-29 2017-08-28 2017-12-25 2017-12-26 )],
},

   );

  %RT::ServiceAgreements = (
   
    Default => 'P3-Low-Major',
    QueueDefault => {
            'Customer One'=> 'P5- Minor (Single User)_SET ONE',
            'Customer Two' => ' P4-Minor-SET2',
    },
       

Levels =>
                {
                        'N/A-Info-SET ONE' => {
                        BusinessHours => 'SET ONE BH',
                        Resolve => { BusinessMinutes => 60*200,
IgnoreOnStatuses => ['stalled'], ['Client'], ['3rdParty'], ['Resolved'] } },

           
                        'P5-Minor-SingleUser-SET ONE' => {
                        BusinessHours => 'SET ONE BH',
                        Resolve => { BusinessMinutes => 60*28.5 } },

                        'P4-Low-MultipleUsers-SET ONE' => {
                        BusinessHours => 'SET ONE BH',
                        Resolve => { BusinessMinutes => 60*12 } },

                        'P3-Medium-SignificanCustomer Four-SET ONE' => {
                        BusinessHours => 'SET ONE BH',
                        Resolve => { BusinessMinutes => 60*8 } },
                         
                        'P2-MajorFault-PartialLoss-SET ONE' =>
                        { Resolve => { RealMinutes => 60*6 } },

                        'P1-CriticalFault -TotalLoss-SET ONE' =>
                        { Resolve => { RealMinutes => 60*4 } },

   
#CUSTOMERTWO

            'N/A-Info-SET2' => {
            BusinessHours => 'SET TWO BH',
            Resolve => { BusinessMinutes => 60*200 } },

            'P4-Minor-SET2' => {
                        BusinessHours => 'SET TWO BH',
                        Resolve => { BusinessMinutes => 60*50 } },

            'P3-Major-SignificanCustomer Fourpulation-SET2' => {
                        BusinessHours => 'SET TWO BH',
                        Resolve => { BusinessMinutes => 60*8 } },

            'P2-SevereFault-PartialLoss-SET2' => {
                        BusinessHours => 'SET TWO BH',
                        Resolve => { BusinessMinutes => 60*4 } },

            'P1-Critical-TotalLoss-SET2' => {
                        Resolve => { RealMinutes => 60*2} },

);

Sally Ainsley | Lifecycle Software | T: 01635 553427


-----Original Message-----
From: rt-users [mailto:[hidden email]] On Behalf
Of Steven H
Sent: 16 April 2016 00:14
To: [hidden email]
Subject: Re: [rt-users] Due dates

Yes, I'd like to have some examples, please.



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Re: Due dates

Steven H
I followed your step to add the code, but it did not work.

1. I created custom field "SLA" and applied to queue "Queue2".
2. Update "Queue2" adding values to "SLA" these level option "level-1day", "level-2days", "level-3days"
3. In file /opt/rt4/etc/RT_Siteconfig.d/RT_Siteconfig-duedate.pm, added:

Set(%ServiceAgreements = (
    Default => 'level-1day',
    QueueDefault => {
        'Queue2'=> 'level-3days',
    },
Levels =>
                {
                        'level-1day' => {
                        Resolve => { RealMinutes => 1*24*60 } },
                        'level-2days' => {
                        Resolve => { RealMinutes => 2*24*60 } },
                        'level-3days' => {
                        Resolve => { RealMinutes => 3*24*60 } },
));

But whatever option of "SLA" I choosed, it always got the duedays 'level-3days' 3*24*60.
I do not know if I set the configuration right according to your instruction. Please help
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Re: Due dates

Steven H
In reply to this post by Sally Ainsley
I followed your step to add the code, but it did not work.

1. I created custom field "SLA" and applied to queue "Queue2".
2. Update "Queue2" adding values to "SLA" these level option "level-1day",
"level-2days", "level-3days"
3. In file /opt/rt4/etc/RT_Siteconfig.d/RT_Siteconfig-duedate.pm, added:

Set(%ServiceAgreements = (
    Default => 'level-1day',
    QueueDefault => {
        'Queue2'=> 'level-3days',
    },
Levels =>
                {
                        'level-1day' => {
                        Resolve => { RealMinutes => 1*24*60 } },
                        'level-2days' => {
                        Resolve => { RealMinutes => 2*24*60 } },
                        'level-3days' => {
                        Resolve => { RealMinutes => 3*24*60 } },
));

But whatever option of "SLA" I choosed, it always got the duedays
'level-3days' 3*24*60.
I do not know if I set the configuration right according to your
instruction. Please help



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Re: Due dates

Steven H
In reply to this post by Sally Ainsley

I did not select level-xday option when creating a test ticket. When I choose one and it works now.

I want to set  different default level-xday value for each Queue. I goto queue, edit "Queue2", select level-2days. But when creating ticket, the default option value is still the value which defined in /opt/rt4/etc/RT_Siteconfig.d/RT_Siteconfig-duedate.pm.