{"id":19648333,"url":"https://github.com/bestpractical/rt-extension-sla-utils","last_synced_at":"2026-05-10T20:48:03.268Z","repository":{"id":66697625,"uuid":"85225736","full_name":"bestpractical/rt-extension-sla-utils","owner":"bestpractical","description":null,"archived":false,"fork":false,"pushed_at":"2017-04-10T15:39:33.000Z","size":53,"stargazers_count":3,"open_issues_count":0,"forks_count":0,"subscribers_count":8,"default_branch":"master","last_synced_at":"2025-02-27T00:42:56.943Z","etag":null,"topics":[],"latest_commit_sha":null,"homepage":"http://metacpan.org/release/rt-extension-sla-utils","language":"Perl","has_issues":false,"has_wiki":null,"has_pages":null,"mirror_url":null,"source_name":null,"license":null,"status":null,"scm":"git","pull_requests_enabled":true,"icon_url":"https://github.com/bestpractical.png","metadata":{"files":{"readme":"README","changelog":"Changes","contributing":null,"funding":null,"license":null,"code_of_conduct":null,"threat_model":null,"audit":null,"citation":null,"codeowners":null,"security":null,"support":null,"governance":null,"roadmap":null,"authors":null,"dei":null,"publiccode":null,"codemeta":null}},"created_at":"2017-03-16T17:49:23.000Z","updated_at":"2019-09-30T21:00:34.000Z","dependencies_parsed_at":"2024-08-15T10:20:35.464Z","dependency_job_id":null,"html_url":"https://github.com/bestpractical/rt-extension-sla-utils","commit_stats":null,"previous_names":[],"tags_count":0,"template":false,"template_full_name":null,"purl":"pkg:github/bestpractical/rt-extension-sla-utils","repository_url":"https://repos.ecosyste.ms/api/v1/hosts/GitHub/repositories/bestpractical%2Frt-extension-sla-utils","tags_url":"https://repos.ecosyste.ms/api/v1/hosts/GitHub/repositories/bestpractical%2Frt-extension-sla-utils/tags","releases_url":"https://repos.ecosyste.ms/api/v1/hosts/GitHub/repositories/bestpractical%2Frt-extension-sla-utils/releases","manifests_url":"https://repos.ecosyste.ms/api/v1/hosts/GitHub/repositories/bestpractical%2Frt-extension-sla-utils/manifests","owner_url":"https://repos.ecosyste.ms/api/v1/hosts/GitHub/owners/bestpractical","download_url":"https://codeload.github.com/bestpractical/rt-extension-sla-utils/tar.gz/refs/heads/master","sbom_url":"https://repos.ecosyste.ms/api/v1/hosts/GitHub/repositories/bestpractical%2Frt-extension-sla-utils/sbom","scorecard":null,"host":{"name":"GitHub","url":"https://github.com","kind":"github","repositories_count":285512292,"owners_count":27184352,"icon_url":"https://github.com/github.png","version":null,"created_at":"2022-05-30T11:31:42.601Z","updated_at":"2022-07-04T15:15:14.044Z","status":"online","status_checked_at":"2025-11-20T02:00:05.334Z","response_time":54,"last_error":null,"robots_txt_status":"success","robots_txt_updated_at":"2025-07-24T06:49:26.215Z","robots_txt_url":"https://github.com/robots.txt","online":true,"can_crawl_api":true,"host_url":"https://repos.ecosyste.ms/api/v1/hosts/GitHub","repositories_url":"https://repos.ecosyste.ms/api/v1/hosts/GitHub/repositories","repository_names_url":"https://repos.ecosyste.ms/api/v1/hosts/GitHub/repository_names","owners_url":"https://repos.ecosyste.ms/api/v1/hosts/GitHub/owners"}},"keywords":[],"created_at":"2024-11-11T14:47:54.656Z","updated_at":"2025-11-20T21:05:36.211Z","avatar_url":"https://github.com/bestpractical.png","language":"Perl","funding_links":[],"categories":[],"sub_categories":[],"readme":"NAME\n    RT-Extension-SLA-Utils - additional SLA utilities\n\nDESCRIPTION\n    The RT::Extension::SLA::Utils plugin adds additional scrip actions and\n    conditions to trigger SLA changes off of a Custom Field change, and\n    support tracking which tickets SLAs are overdue.\n\nRT VERSION\n    Works with RT 4.4.0 and newer.\n\nINSTALLATION\n    perl Makefile.PL\n    make\n    make install\n    make initdb\n        May need root permissions\n\n    Edit your /opt/rt4/etc/RT_SiteConfig.pm\n        If you are using RT 4.2 or greater, add this line:\n\n            Plugin('RT::Extension::SLA::Utils');\n\n        or add RT::Extension::SLA::Utils to your existing @Plugins line.\n\n    Clear your mason cache\n            rm -rf /opt/rt4/var/mason_data/obj\n\n    Restart your webserver\n\nCONFIGURATION\n  Setting a Custom Field to Map to SLA\n    This extension allows you to define another custom field, like Impact or\n    Severity, and have changes in that field trigger a change in SLA.\n\n    First, you need to set the name of the custom field that will trigger\n    SLA changes:\n\n        Set($SLACustomField, 'my field name');\n\n    And if you want any SLA levels to not trigger changes:\n\n        Set($SLAIgnoreLevels, 'level 1', 'some other level');\n\n    Then assign the mapping of custom field values to SLA levels. If they\n    are the same, like:\n\n    Impact: Low, Medium, High\n\n    SLA Levels: Low, Medium, High\n\n    Then you don't need to define the mapping. If they are different, add\n    configuration like:\n\n        Set(%SLA_CF_Mapping,\n            'Low' =\u003e '48-hour',\n            'Medium' =\u003e '24-hour',\n            'High' =\u003e '8-hour',\n        );\n\n    where the first value is a configured custom field value, and the second\n    is the desired corresponding SLA.\n\n  Setup rt-crontool to Run Overdue Checks\n    To have the SLA Overdue field set automatically, you can have\n    rt-crontool run the checks periodically to update the field. You can use\n    rt-crontool with cron such as:\n\n        rt-crontool --search RT::Search::ActiveTicketsInQueue --search-arg \u003cqueue_name\u003e \\\n            --condition RT::Condition::SLA::Overdue --action RT::Action::SLA::SetOverdue\n\n    Replace the \u003cqueue_name\u003e with the name of the queue you would like the\n    check run on, such as 'General'. If you want to run the checks on\n    multiple queues, you will need a line for each queue.\n\n    Schedule the job at the frequency that you want to catch SLA violations.\n    If you want to record a value within 5 minutes of a violation, schedule\n    the job to run every 5 minutes.\n\nAUTHOR\n    Best Practical Solutions, LLC \u003cmodules@bestpractical.com\u003e\n\nBUGS\n    All bugs should be reported via email to\n\n        L\u003cbug-RT-Extension-SLA-Utils@rt.cpan.org|mailto:bug-RT-Extension-SLA-Utils@rt.cpan.org\u003e\n\n    or via the web at\n\n        L\u003crt.cpan.org|http://rt.cpan.org/Public/Dist/Display.html?Name=RT-Extension-SLA-Utils\u003e.\n\nLICENSE AND COPYRIGHT\n    This software is Copyright (c) 2017 Best Practical Solutions\n\n    This is free software, licensed under:\n\n      The GNU General Public License, Version 2, June 1991\n\n","project_url":"https://awesome.ecosyste.ms/api/v1/projects/github.com%2Fbestpractical%2Frt-extension-sla-utils","html_url":"https://awesome.ecosyste.ms/projects/github.com%2Fbestpractical%2Frt-extension-sla-utils","lists_url":"https://awesome.ecosyste.ms/api/v1/projects/github.com%2Fbestpractical%2Frt-extension-sla-utils/lists"}