/ 
rt-extension-escalationdates-0.1
/ README.md

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

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

Before you can install this RT Extension you must install the perl module Date::Manip first. The easiest way is to use CPAN:

cpan update
cpan -i Date::Manip

To install this extension, run the following commands:

perl Makefile.PL
make
make test
make install

Configuration

To make this extension active register it to in RT site configuration file located in RT_HOME/etc/RT_SiteConfig.pm where RT_HOME is the path to your RT installation.

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

It's very important that you already configured a custom field with your priorities. After this step you must add this field to your configuration:

Set($PriorityField, 'Object-RT::Ticket--CustomField-1-Values');

In this example the first created custom field is used.

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/~sbeck/Date-Manip-6.25/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 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

Bugs

Please report any bugs or feature requests to the author.

Acknowledgements

Special thanks to the synetics GmbH, http://i-doit.org/ for initiating this project!

Copyright and License

Copyright (C) 2011 Benjamin Heisig, bheisig@synetics.de

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.