| Subject: | Problem using multiple business hours |
| Date: | Fri, 5 Jul 2013 18:51:38 -0300 |
| To: | bug-RT-Extension-SLA [...] rt.cpan.org |
| From: | Marcelo Terres <marcelo [...] propus.com.br> |
RT: 4.0.13
SLA 0.7
RT_SiteConfig.pm (only SLA configuration):
# SLA Extension
%RT::ServiceBusinessHours = (
'Default' => {
0 => { Name => 'Sunday', Start => 'undef', End => 'undef' },
1 => { Name => 'Monday', Start => '09:00', End => '18:00' },
2 => { Name => 'Tuesday', Start => '09:00', End => '18:00' },
3 => { Name => 'Wednesday', Start => '09:00', End => '18:00' },
4 => { Name => 'Thursday', Start => '09:00', End => '18:00' },
5 => { Name => 'Friday', Start => '09:00', End => '18:00' },
6 => { Name => 'Saturday', Start => 'undef', End => 'undef' },
holidays => [qw(2009-02-16 2009-03-23 2009-03-24 2009-03-25
2009-03-26 2009-03-27)],
},
'client_1' => {
0 => { Name => 'Sunday', Start => 'undef', End => 'undef' },
1 => { Name => 'Monday', Start => '09:00', End => '22:00' },
2 => { Name => 'Tuesday', Start => '09:00', End => '22:00' },
3 => { Name => 'Wednesday', Start => '09:00', End => '22:00' },
4 => { Name => 'Thursday', Start => '09:00', End => '22:00' },
5 => { Name => 'Friday', Start => '09:00', End => '22:00' },
6 => { Name => 'Saturday', Start => '08:00', End => '12:00' },
holidays => [qw(2009-02-16 2009-03-23 2009-03-24 2009-03-25
2009-03-26 2009-03-27)],
},
);
%RT::ServiceAgreements = (
Default => 'Media',
QueueDefault => {
'client_1' => 'Media_UNN',
'client_2' => 'Media',
},
Levels => {
'Urgente' => {
BusinessHours => 'Default',
Starts => { BusinessMinutes => 60*1 },
Response => { BusinessMinutes => 60*4 },
Resolve => { BusinessMinutes => 60*48 },
},
'Alta' => {
BusinessHours => 'Default',
Starts => { BusinessMinutes => 60*2 },
Response => { BusinessMinutes => 60*5 },
Resolve => { BusinessMinutes => 60*72 },
},
'Media' => {
BusinessHours => 'Default',
Starts => { BusinessMinutes => 60*4 },
Response => { BusinessMinutes => 60*12 },
Resolve => { BusinessMinutes => 60*120 },
},
'Baixa' => {
BusinessHours => 'Default',
Starts => { BusinessMinutes => 60*24 },
Response => { BusinessMinutes => 60*168 },
},
'Fora de cobertura' => {
},
'Urgente_UNN' => {
BusinessHours => 'client_1',
Starts => { BusinessMinutes => 60*1 },
Response => { BusinessMinutes => 60*4 },
Resolve => { BusinessMinutes => 60*48 },
},
'Alta_UNN' => {
BusinessHours => 'client_1',
Starts => { BusinessMinutes => 60*2 },
Response => { BusinessMinutes => 60*5 },
Resolve => { BusinessMinutes => 60*72 },
},
'Media_UNN' => {
BusinessHours => 'client_1',
Starts => { BusinessMinutes => 60*4 },
Response => { BusinessMinutes => 60*12 },
Resolve => { BusinessMinutes => 60*120 },
},
'Baixa_UNN' => {
BusinessHours => 'client_1',
Starts => { BusinessMinutes => 60*24 },
Response => { BusinessMinutes => 60*168 },
},
'Fora de cobertura_UNN' => {
},
},
);
When I try to create a new ticket SLA extension fails. I found this
information in the logs:
Jul 5 18:31:54 suporte RT:
<rt-4.0.13-16172-1373059914-1910.61083-4-0@Company> #61083/838502 -
Scrip 4 (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:285)
Jul 5 18:31:54 suporte RT:
<rt-4.0.13-16172-1373059914-1910.61083-4-0@Company> sent Bcc:
tickets@suporte.company.com.br
(/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:316)
Jul 5 18:31:54 suporte postfix/pickup[14974]: 8B729CBC7: uid=33 from=<www-data>
Jul 5 18:31:54 suporte postfix/cleanup[16221]: 8B729CBC7:
message-id=<rt-4.0.13-16172-1373059914-1910.61083-4-0@Company>
Jul 5 18:31:54 suporte postfix/qmgr[8787]: 8B729CBC7:
from=<www-data@suporte.company.com.br>, size=1103, nrcpt=1 (queue
active)
Jul 5 18:31:54 suporte postfix/local[16223]: 8B729CBC7:
to=<tickets@suporte.company.com.br>, relay=local, delay=0.1,
delays=0.07/0.01/0/0.02, dsn=2.0.0, status=sent (delivered to maildir)
Jul 5 18:31:54 suporte postfix/qmgr[8787]: 8B729CBC7: removed
Jul 5 18:31:54 suporte RT:
<rt-4.0.13-16172-1373059914-1511.61083-15-0@Company> #61083/838502 -
Scrip 15 (/opt/rt4/sbin/../lib/RT/Action/SendEmail.pm:285)
Jul 5 18:31:54 suporte RT:
<rt-4.0.13-16172-1373059914-1511.61083-15-0@Company> No recipients
found. Not sending. (/opt/rt4/sbin/../lib/RT/Interface/Email.pm:385)
Jul 5 18:31:54 suporte RT: Use of uninitialized value $min in
multiplication (*) at /usr/share/perl/5.14/Time/Local.pm line 134.
(/usr/share/perl/5.14/Time/Local.pm:134)
Jul 5 18:31:54 suporte RT: Use of uninitialized value $hour in
multiplication (*) at /usr/share/perl/5.14/Time/Local.pm line 134.
(/usr/share/perl/5.14/Time/Local.pm:134)
Jul 5 18:31:54 suporte RT: Use of uninitialized value $_[1] in
numeric ne (!=) at /usr/share/perl/5.14/Time/Local.pm line 184.
(/usr/share/perl/5.14/Time/Local.pm:184)
Jul 5 18:31:54 suporte RT: Use of uninitialized value $_[2] in
numeric ne (!=) at /usr/share/perl/5.14/Time/Local.pm line 184.
(/usr/share/perl/5.14/Time/Local.pm:184)
Jul 5 18:31:54 suporte RT: Use of uninitialized value $min in
multiplication (*) at /usr/share/perl/5.14/Time/Local.pm line 134.
(/usr/share/perl/5.14/Time/Local.pm:134)
Jul 5 18:31:54 suporte RT: Use of uninitialized value $hour in
multiplication (*) at /usr/share/perl/5.14/Time/Local.pm line 134.
(/usr/share/perl/5.14/Time/Local.pm:134)
Jul 5 18:31:54 suporte RT: Use of uninitialized value $_[1] in
numeric ne (!=) at /usr/share/perl/5.14/Time/Local.pm line 184.
(/usr/share/perl/5.14/Time/Local.pm:184)
Jul 5 18:31:54 suporte RT: Use of uninitialized value $_[2] in
numeric ne (!=) at /usr/share/perl/5.14/Time/Local.pm line 184.
(/usr/share/perl/5.14/Time/Local.pm:184)
Jul 5 18:31:54 suporte RT: Scrip Commit 27 died. -
Set::IntSpan::_copy_run_list: Bad order 2:
1372561200-1372561199,1372680000-1372726799,1372766400-1372813199,1372852800-1372899599,1372939200-1372985999,1373025600-1373072399,1373108400-1373122799#012
at /usr/local/share/perl/5.14.2/Business/Hours.pm line
372.#012#012Stack:#012 [/usr/local/share/perl/5.14.2/Carp.pm:100]#012
[/usr/local/share/perl/5.14.2/Set/IntSpan.pm:329]#012
[/usr/local/share/perl/5.14.2/Set/IntSpan.pm:140]#012
[/usr/local/share/perl/5.14.2/Set/IntSpan.pm:111]#012
[/usr/local/share/perl/5.14.2/Business/Hours.pm:372]#012
[/usr/local/share/perl/5.14.2/Business/Hours.pm:514]#012
[/opt/rt4/local/plugins/RT-Extension-SLA/lib/RT/Extension/SLA.pm:465]#012
[/opt/rt4/local/plugins/RT-Extension-SLA/lib/RT/Extension/SLA.pm:433]#012
[/opt/rt4/local/plugins/RT-Extension-SLA/lib/RT/Action/SLA_SetDue.pm:53]#012
[/opt/rt4/sbin/../lib/RT/ScripAction.pm:232]#012
[/opt/rt4/sbin/../lib/RT/Scrip.pm:475]#012
[/opt/rt4/sbin/../lib/RT/Scrips.pm:188]#012
[/opt/rt4/sbin/../lib/RT/Transaction.pm:201]#012
[/opt/rt4/sbin/../lib/RT/Record.pm:1504]#012
[/opt/rt4/sbin/../lib/RT/Ticket.pm:682]#012
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1870]#012
[/opt/rt4/share/html/Ticket/Display.html:130]#012
[/opt/rt4/share/html/Ticket/Create.html:409]#012
[/opt/rt4/share/html/Ticket/autohandler:66]#012
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:635]#012
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:335]#012
[/opt/rt4/share/html/autohandler:53]
(/opt/rt4/sbin/../lib/RT/Scrip.pm:483)
Jul 5 18:31:54 suporte RT: Use of uninitialized value $min in
multiplication (*) at /usr/share/perl/5.14/Time/Local.pm line 134.
(/usr/share/perl/5.14/Time/Local.pm:134)
Jul 5 18:31:54 suporte RT: Use of uninitialized value $hour in
multiplication (*) at /usr/share/perl/5.14/Time/Local.pm line 134.
(/usr/share/perl/5.14/Time/Local.pm:134)
Jul 5 18:31:54 suporte RT: Use of uninitialized value $_[1] in
numeric ne (!=) at /usr/share/perl/5.14/Time/Local.pm line 184.
(/usr/share/perl/5.14/Time/Local.pm:184)
Jul 5 18:31:54 suporte RT: Use of uninitialized value $_[2] in
numeric ne (!=) at /usr/share/perl/5.14/Time/Local.pm line 184.
(/usr/share/perl/5.14/Time/Local.pm:184)
Jul 5 18:31:54 suporte RT: Use of uninitialized value $min in
multiplication (*) at /usr/share/perl/5.14/Time/Local.pm line 134.
(/usr/share/perl/5.14/Time/Local.pm:134)
Jul 5 18:31:54 suporte RT: Use of uninitialized value $hour in
multiplication (*) at /usr/share/perl/5.14/Time/Local.pm line 134.
(/usr/share/perl/5.14/Time/Local.pm:134)
Jul 5 18:31:54 suporte RT: Use of uninitialized value $_[1] in
numeric ne (!=) at /usr/share/perl/5.14/Time/Local.pm line 184.
(/usr/share/perl/5.14/Time/Local.pm:184)
Jul 5 18:31:54 suporte RT: Use of uninitialized value $_[2] in
numeric ne (!=) at /usr/share/perl/5.14/Time/Local.pm line 184.
(/usr/share/perl/5.14/Time/Local.pm:184)
Jul 5 18:31:54 suporte RT: Scrip Commit 26 died. -
Set::IntSpan::_copy_run_list: Bad order 2:
1372561200-1372561199,1372680000-1372726799,1372766400-1372813199,1372852800-1372899599,1372939200-1372985999,1373025600-1373072399,1373108400-1373122799#012
at /usr/local/share/perl/5.14.2/Business/Hours.pm line
372.#012#012Stack:#012 [/usr/local/share/perl/5.14.2/Carp.pm:100]#012
[/usr/local/share/perl/5.14.2/Set/IntSpan.pm:329]#012
[/usr/local/share/perl/5.14.2/Set/IntSpan.pm:140]#012
[/usr/local/share/perl/5.14.2/Set/IntSpan.pm:111]#012
[/usr/local/share/perl/5.14.2/Business/Hours.pm:372]#012
[/usr/local/share/perl/5.14.2/Business/Hours.pm:514]#012
[/opt/rt4/local/plugins/RT-Extension-SLA/lib/RT/Extension/SLA.pm:465]#012
[/opt/rt4/local/plugins/RT-Extension-SLA/lib/RT/Extension/SLA.pm:438]#012
[/opt/rt4/local/plugins/RT-Extension-SLA/lib/RT/Action/SLA_SetStarts.pm:36]#012
[/opt/rt4/sbin/../lib/RT/ScripAction.pm:232]#012
[/opt/rt4/sbin/../lib/RT/Scrip.pm:475]#012
[/opt/rt4/sbin/../lib/RT/Scrips.pm:188]#012
[/opt/rt4/sbin/../lib/RT/Transaction.pm:201]#012
[/opt/rt4/sbin/../lib/RT/Record.pm:1504]#012
[/opt/rt4/sbin/../lib/RT/Ticket.pm:682]#012
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:1870]#012
[/opt/rt4/share/html/Ticket/Display.html:130]#012
[/opt/rt4/share/html/Ticket/Create.html:409]#012
[/opt/rt4/share/html/Ticket/autohandler:66]#012
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:635]#012
[/opt/rt4/sbin/../lib/RT/Interface/Web.pm:335]#012
[/opt/rt4/share/html/autohandler:53]
(/opt/rt4/sbin/../lib/RT/Scrip.pm:483)
Jul 5 18:31:54 suporte RT: Ticket 61083 created in queue 'client_1'
by marcelo (/opt/rt4/sbin/../lib/RT/Ticket.pm:694)
--
Marcelo H. Terres
Propus Informática LTDA
http://www.propus.com.br