https://github.com/bestpractical/rt-extension-sla-utils

https://github.com/bestpractical/rt-extension-sla-utils

Last synced: 29 days ago
JSON representation

• Host: GitHub
• URL: https://github.com/bestpractical/rt-extension-sla-utils
• Owner: bestpractical
• Created: 2017-03-16T17:49:23.000Z (about 9 years ago)
• Default Branch: master
• Last Pushed: 2017-04-10T15:39:33.000Z (about 9 years ago)
• Last Synced: 2025-02-27T00:42:56.943Z (over 1 year ago)
• Language: Perl
• Homepage: http://metacpan.org/release/rt-extension-sla-utils
• Size: 51.8 KB
• Stars: 3
• Watchers: 8
• Forks: 0
• Open Issues: 0
• Metadata Files:
  • Readme: README
  • Changelog: Changes

Awesome Lists containing this project

README

          
NAME

    RT-Extension-SLA-Utils - additional SLA utilities

DESCRIPTION

    The RT::Extension::SLA::Utils plugin adds additional scrip actions and

    conditions to trigger SLA changes off of a Custom Field change, and

    support tracking which tickets SLAs are overdue.

RT VERSION

    Works with RT 4.4.0 and newer.

INSTALLATION

    perl Makefile.PL

    make

    make install

    make initdb

        May need root permissions

    Edit your /opt/rt4/etc/RT_SiteConfig.pm

        If you are using RT 4.2 or greater, add this line:

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

        or add RT::Extension::SLA::Utils to your existing @Plugins line.

    Clear your mason cache

            rm -rf /opt/rt4/var/mason_data/obj

    Restart your webserver

CONFIGURATION

  Setting a Custom Field to Map to SLA

    This extension allows you to define another custom field, like Impact or

    Severity, and have changes in that field trigger a change in SLA.

    First, you need to set the name of the custom field that will trigger

    SLA changes:

        Set($SLACustomField, 'my field name');

    And if you want any SLA levels to not trigger changes:

        Set($SLAIgnoreLevels, 'level 1', 'some other level');

    Then assign the mapping of custom field values to SLA levels. If they

    are the same, like:

    Impact: Low, Medium, High

    SLA Levels: Low, Medium, High

    Then you don't need to define the mapping. If they are different, add

    configuration like:

        Set(%SLA_CF_Mapping,

            'Low' => '48-hour',

            'Medium' => '24-hour',

            'High' => '8-hour',

        );

    where the first value is a configured custom field value, and the second

    is the desired corresponding SLA.

  Setup rt-crontool to Run Overdue Checks

    To have the SLA Overdue field set automatically, you can have

    rt-crontool run the checks periodically to update the field. You can use

    rt-crontool with cron such as:

        rt-crontool --search RT::Search::ActiveTicketsInQueue --search-arg  \

            --condition RT::Condition::SLA::Overdue --action RT::Action::SLA::SetOverdue

    Replace the  with the name of the queue you would like the

    check run on, such as 'General'. If you want to run the checks on

    multiple queues, you will need a line for each queue.

    Schedule the job at the frequency that you want to catch SLA violations.

    If you want to record a value within 5 minutes of a violation, schedule

    the job to run every 5 minutes.

AUTHOR

    Best Practical Solutions, LLC 

BUGS

    All bugs should be reported via email to

        L

    or via the web at

        L.

LICENSE AND COPYRIGHT

    This software is Copyright (c) 2017 Best Practical Solutions

    This is free software, licensed under:

      The GNU General Public License, Version 2, June 1991