Re: [rt-users] Problems with SLA since upgrading to 4.4
On 2016年2月11日 at 0:46:59, Yourevilness (sli...@onthenet.com.au) wrote: > Hello, Hi, > Recently upgraded from 4.2.11 > 4.4.0 which has SLA in its core config. […] > Doesn't appear to work. Can someone have a look over my settings or tell me > what i'm missing? Could you check each queue’s Basics admin page to see if “SLA Enabled” is checked? Thanks, Shawn - RT 4.4 and RTIR Training Sessions (http://bestpractical.com/services/training.html) * Hamburg Germany - March 14 & 15, 2016 * Washington DC - May 23 & 24, 2016
Re: [rt-users] Problems with SLA since upgrading to 4.4
Thanks for your reply fleon but I don't believe this is the problem. I had to initially add these to the script to get it to work. use lib "/tmp/rt-4.4.0/lib"; use lib "/opt/rt4/lib"; I believe its worked fine because the existing SLA custom fields, script conditions, scripts etc. have been replaced with the new ones. Still cannot seem to get it to work. Any other suggestions? The scripts are present in RT, (Set sla, if sla is required etc, even tried a new script based on create, set SLA) but none seem to trigger. Ps. I am aware I've used realminutes instead of businessminutes in my example, but its just for testing. Ive even just copy/pasted the examples from the doco and RT_Config.pm which also don't seem to do anything. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Problems-with-SLA-since-upgrading-to-4-4-tp61345p61386.html Sent from the Request Tracker - User mailing list archive at Nabble.com. - RT 4.4 and RTIR Training Sessions (http://bestpractical.com/services/training.html) * Hamburg Germany - March 14 & 15, 2016 * Washington DC - May 23 & 24, 2016
Re: [rt-users] Problems with SLA since upgrading to 4.4
did the upgrade script run without errors? in my case the script didn't run at first because it complained it couldn't find perl modules. If you compiled RT by yourself and used cpan to install perl modules, chances are they are located outside of your distro's main perl libs, so you have to run the script with perl -I/opt/rt4/lib upgrade-sla. I couldn't see my assets until i did this, haven't tested SLA yet. -- View this message in context: http://requesttracker.8502.n7.nabble.com/Problems-with-SLA-since-upgrading-to-4-4-tp61345p61365.html Sent from the Request Tracker - User mailing list archive at Nabble.com. - RT 4.4 and RTIR Training Sessions (http://bestpractical.com/services/training.html) * Hamburg Germany - March 14 & 15, 2016 * Washington DC - May 23 & 24, 2016
[rt-users] Problems with SLA since upgrading to 4.4
Hello, Recently upgraded from 4.2.11 > 4.4.0 which has SLA in its core config. Removed all my SLA details from RT_SiteConfig.pm, removed the extension from Plugins, and ran the upgrade-sla in the RT 4.4.0 install directory. Wrote my SLA scripting back in as referenced from the RT 4.4 page. Doesn't appear to work. Can someone have a look over my settings or tell me what i'm missing? Assume it no longer uses the SLA custom field. If so the below should work fine..? Set( %ServiceAgreements, ( Default => 'General', QueueDefault => { 'Support' => 'SL1', }, Levels => { 'General' => { Starts => { RealMinutes => 0 }, Response => { RealMinutes => 4*60 }, Resolve => { RealMinutes => 8*60 }, }, 'SL1' => { Starts => { RealMinutes => 0 }, Response => { RealMinutes => 60 }, Resolve => { RealMinutes => 4*60 }, }, }, )); Set( %ServiceBusinessHours, ( 'Default' => { 1 => { Name => 'Monday', Start => '08:00', End => '19:00' }, 2 => { Name => 'Tuesday', Start => '08:00', End => '19:00' }, 3 => { Name => 'Wednesday', Start => '08:00', End => '19:00' }, 4 => { Name => 'Thursday', Start => '08:00', End => '19:00' }, 5 => { Name => 'Friday', Start => '08:00', End => '19:00' }, 6 => { Name => 'Saturday', Start => '09:00', End => '13:00' }, }, )); -- View this message in context: http://requesttracker.8502.n7.nabble.com/Problems-with-SLA-since-upgrading-to-4-4-tp61345.html Sent from the Request Tracker - User mailing list archive at Nabble.com. - RT 4.4 and RTIR Training Sessions (http://bestpractical.com/services/training.html) * Hamburg Germany March 14 & 15, 2016