Benjamin Heisig
and 1 contributors

NAME

RT::Extension::EscalationDates - Set start and due time automatically when creating a ticket

DESCRIPTION

This RT Extension sets start and due time when creating a ticket via the web interface. It provides handling business hours defined in RT site configuration file.

INSTALLATION

This extension based on the following modules:

    RT >= 4.0.0
    Date::Manip >= 6.25

To install this extension, run the following commands:

    perl Makefile.PL
    make
    make test
    make install
    make initdb

Note: Please read the following section before initiating the database.

CONFIGURATION

RT SITE CONFIGURATION

To enable this extension edit the RT site configuration located in $RT_HOME/etc/RT_SiteConfig.pm (where $RT_HOME is the path to your RT installation):

    Set(@Plugins,qw(RT::Extension::EscalationDates));

Note: If you use make initdb during installation you'll create a custom field with the name 'Priority' so it's unnecessary to create one manually. This custom field provides the values 'A' till 'D'.

Add the custom field with your priorities to your configuration:

    Set($PriorityField, 'Priority');

Also you must define several priorities and relative dates for escalations:

    Set(%EscalateTicketsByPriority, ( 
        'A' => 'in 2 business hours',
        'B' => 'in 22 business hours',
        'C' => 'in 70 business hours',
        'D' => 'in 468 business hours'
    ));

Additionally you must define a default priority used when creating a ticket:

    Set($DefaultPriority, 'C');

Use only already configured priorities from %EscalateTicketsByPriority, for example C.

To overwrite Date::Manip's default configuration you may set the following:

    Set(%DateManipConfig, (
        'WorkDayBeg', '9:00',
        'WorkDayEnd', '17:00', 
        #'WorkDay24Hr', '0',
        #'WorkWeekBeg', '1',
        #'WorkWeekEnd', '7'
    ));

You can find more information about the configurable parameters under http://search.cpan.org/dist/Date-Manip/lib/Date/Manip/Config.pod#BUSINESS_CONFIGURATION_VARIABLES.

After all your new configuration will take effect after restarting your RT environment:

    rm -rf $RT_HOME/var/mason_data/obj/* && service apache2 restart

This is an example for deleting the mason cache and restarting the Apache HTTP web server on a Debian GNU/Linux based operating system.

AUTHOR

Benjamin Heisig, <bheisig@synetics.de>

SUPPORT AND DOCUMENTATION

You can find documentation for this module with the perldoc command.

    perldoc RT::Extension::EscalationDates

You can also look for information at:

BUGS

Please report any bugs or feature requests to the author.

COPYRIGHT AND LICENSE

Copyright 2011 synetics GmbH, <http://i-doit.org/>

This program is free software; you can redistribute it and/or modify it under the same terms as Perl itself.

Request Tracker (RT) is Copyright Best Practical Solutions, LLC.

SEE ALSO

    RT
    Date::Manip
    RT::Action::EscalationDates