Dear RT Community:
My SLA 3 and 4 never set the correct due date unless I mark #BusinessHours =>
'work', in below configuration. After I did that, my SLA 3 and 4 work again
without issue. They even calculate the due date based on my 'work' setting
(0-6). But the problem now is, my holidays setting never apply to ticket. Can
someone help to guide me thru on how to setup holidays in RT_SiteConfig.pm?
Your advice will be much appreciated.
+++++
#Set Business HoursSet( %ServiceBusinessHours, 'work' => { 0 => {Name =>
'Sunday',Start => 'undef', End => 'undef' }, 1 => {Name => 'Monday',Start
=> '07:30', End => '17:30' }, 2 => {Name => 'Tuesday',Start => '7:30', End
=> '17:30' }, 3 => {Name => 'Wednesday',Start => '7:30', End => '17:30' },
4 => {Name => 'Thursday',Start => '7:30', End => '17:30' }, 5 => {Name
=> 'Friday',Start => '7:30', End => '17:30' }, 6 => {Name =>
'Saturday',Start => 'undef', End => 'undef' }, holidays => [qw(2011-01-01
2011-01-02 2011-01-03 2011-01-07 2011-02-18 2011-03-8 2011-04-14 2011-04-15
2011-04-16 2011-04-17 2011-04-18 2011-05-01 2011-05-02 2011-05-13 2011-05-14
2011-05-15 2011-05-16 2011-05-17 2011-05-21 2011-05-22 2011-05-23 2011-06-1
2011-06-18 2011-06-18 2011-06-19 2011-06-20 2011-09-24 2011-09-25 2011-09-26
2011-09-27 2011-09-28 2011-10-29 2011-10-30 2011-10-31 2011-11-09 2011-11-10
2011-11-11 2011-12-10 2011-12-11 2011-12-12)], },);
#RT::Extension::SLA ConfigSet( %ServiceAgreements, Default => 'sev4',
QueueDefault => { 'General' => 'sev4', }, Levels
=> { 'sev1' => { StartImmediately => 1,
Response => { RealMinutes => 60*0.5 }, Resolve => {
RealMinutes => 60*4 } }, 'sev2' => {
StartImmediately => 1, Response => { RealMinutes => 60*0.5 },
Resolve => { RealMinutes => 60*12 } }, 'sev3' => {
#BusinessHours => 'work', OutOfHours => {
Resolve => { RealMinutes => +60*28 } }, Response => {
BusinessMinutes => 60*4 }, Resolve => { BusinessMinutes
=> 60*28 } }, 'sev4' => { #BusinessHours =>
'work', OutOfHours => { Resolve => { RealMinutes =>
+60*52 } }, Response => { BusinessMinutes => 60*8 },
Resolve => { BusinessMinutes => 60*52 } }, },
);+++++Regards,Rithy
