Bug #66229 for RT-Extension-SLA: Tickets submitted through the web interface are not assigned a due date.

Sun Feb 27 17:02:47 2011 ajones [...] apparatus.net - Ticket created

Subject:	Tickets submitted through the web interface are not assigned a due date.
Date:	Sun, 27 Feb 2011 17:02:32 -0500
To:	<bug-RT-Extension-SLA [...] rt.cpan.org>
From:	Andrew Jones <ajones [...] apparatus.net>

I am using RT::Extension::SLA 0.03 with RT 3.8.9. Tickets submitted via e-mail work correctly, but tickets submitted via the web behave differently. Tickets submitted via e-mail are assigned both an SLA and a due date. Tickets submitted via the web have their SLA assigned correctly, but the Due date remains blank until e-mail correspondence is received from the requestor.

Mon Feb 28 11:39:50 2011 ruz [...] bestpractical.com - Correspondence added

Subject:	Re: [rt.cpan.org #66229] Tickets submitted through the web interface are not assigned a due date.
Date:	Mon, 28 Feb 2011 21:39:42 +0500
To:	bug-RT-Extension-SLA [...] rt.cpan.org
From:	Ruslan Zakirov <ruz [...] bestpractical.com>

On Mon, Feb 28, 2011 at 3:02 AM, Andrew Jones via RT <bug-RT-Extension-SLA@rt.cpan.org> wrote: Show quoted text

> I am using RT::Extension::SLA 0.03 with RT 3.8.9. Tickets submitted via > e-mail work correctly, but tickets submitted via the web behave > differently. > > Tickets submitted via e-mail are assigned both an SLA and a due date. > > Tickets submitted via the web have their SLA assigned correctly, but the > Due date remains blank until e-mail correspondence is received from the > requestor.

I suspect that you're facing expected behaviour. Probably requestor is different from user who creates a ticket, so actor is not a requestor. In this case requestor already has been replied to and reply deadline has beed satisfied. Yes, it's not ideal. Try to explain your situation: who creates a ticket? is he requestor? is he an owner? May be this info would help me create better defaults. -- Best regards, Ruslan.

Mon Feb 28 11:39:51 2011 The RT System itself - Status changed from 'new' to 'open'

Mon Feb 28 13:11:03 2011 ajones [...] apparatus.net - Correspondence added

Subject:	Re: [rt.cpan.org #66229] Tickets submitted through the web interface are not assigned a due date.
Date:	Mon, 28 Feb 2011 13:10:53 -0500
To:	<bug-RT-Extension-SLA [...] rt.cpan.org>
From:	Andrew Jones <ajones [...] apparatus.net>

On 02/28/2011 11:39 AM, Ruslan Zakirov via RT wrote: Show quoted text

> <URL: http://rt.cpan.org/Ticket/Display.html?id=66229> > > On Mon, Feb 28, 2011 at 3:02 AM, Andrew Jones via RT > <bug-RT-Extension-SLA@rt.cpan.org> wrote:

>> I am using RT::Extension::SLA 0.03 with RT 3.8.9. Tickets submitted via >> e-mail work correctly, but tickets submitted via the web behave >> differently. >> >> Tickets submitted via e-mail are assigned both an SLA and a due date. >> >> Tickets submitted via the web have their SLA assigned correctly, but the >> Due date remains blank until e-mail correspondence is received from the >> requestor.

> > I suspect that you're facing expected behaviour. Probably requestor is > different from user who creates a ticket, so actor is not a requestor. > In this case requestor already has been replied to and reply deadline > has beed satisfied. > > Yes, it's not ideal. Try to explain your situation: who creates a > ticket? is he requestor? is he an owner? May be this info would help > me create better defaults. >

Thanks a lot, Ruslan. You identified the problem in my test case: in the web UI, I was creating a ticket with one user, but making the requestor someone else. In the e-mail case, I wasn't. I misunderstood the correct behavior of the extension.

Mon Feb 28 13:32:39 2011 ruz [...] bestpractical.com - Correspondence added

Subject:	Re: [rt.cpan.org #66229] Tickets submitted through the web interface are not assigned a due date.
Date:	Mon, 28 Feb 2011 23:32:31 +0500
To:	bug-RT-Extension-SLA [...] rt.cpan.org
From:	Ruslan Zakirov <ruz [...] bestpractical.com>

On Mon, Feb 28, 2011 at 11:11 PM, Andrew Jones via RT <bug-RT-Extension-SLA@rt.cpan.org> wrote: Show quoted text

> Queue: RT-Extension-SLA > Ticket <URL: https://rt.cpan.org/Ticket/Display.html?id=66229 > > > On 02/28/2011 11:39 AM, Ruslan Zakirov via RT wrote:

>> <URL: http://rt.cpan.org/Ticket/Display.html?id=66229> >> >> On Mon, Feb 28, 2011 at 3:02 AM, Andrew Jones via RT >> <bug-RT-Extension-SLA@rt.cpan.org> wrote:

>>> I am using RT::Extension::SLA 0.03 with RT 3.8.9. Tickets submitted via >>> e-mail work correctly, but tickets submitted via the web behave >>> differently. >>> >>> Tickets submitted via e-mail are assigned both an SLA and a due date. >>> >>> Tickets submitted via the web have their SLA assigned correctly, but the >>> Due date remains blank until e-mail correspondence is received from the >>> requestor.

>> >> I suspect that you're facing expected behaviour. Probably requestor is >> different from user who creates a ticket, so actor is not a requestor. >> In this case requestor already has been replied to and reply deadline >> has beed satisfied. >> >> Yes, it's not ideal. Try to explain your situation: who creates a >> ticket? is he requestor? is he an owner? May be this info would help >> me create better defaults. >>

> > Thanks a lot, Ruslan. You identified the problem in my test case: in > the web UI, I was creating a ticket with one user, but making the > requestor someone else. In the e-mail case, I wasn't. > > I misunderstood the correct behavior of the extension.

The idea here is that if ticket created by a stuff for a client then it's classified as a reply. Can I close the ticket? -- Best regards, Ruslan.

Mon Feb 28 13:35:03 2011 ajones [...] apparatus.net - Correspondence added

Subject:	Re: [rt.cpan.org #66229] Tickets submitted through the web interface are not assigned a due date.
Date:	Mon, 28 Feb 2011 13:34:54 -0500
To:	<bug-RT-Extension-SLA [...] rt.cpan.org>
From:	Andrew Jones <ajones [...] apparatus.net>

On 02/28/2011 01:32 PM, Ruslan Zakirov via RT wrote: Show quoted text

> <URL: https://rt.cpan.org/Ticket/Display.html?id=66229> > > The idea here is that if ticket created by a stuff for a client then > it's classified as a reply. > > Can I close the ticket? >

It definitely makes sense now. I'm sorry for the trouble. My test was ill-conceived. Please close the ticket.

Mon Feb 28 14:13:22 2011 RUZ [...] cpan.org - Taken

Mon Feb 28 14:13:43 2011 RUZ [...] cpan.org - Status changed from 'open' to 'rejected'