Bug #87326 for RT-Extension-SLA: Started doesn't update after SLA changed

Thu Jul 25 15:07:59 2013 marcelo [...] propus.com.br - Ticket created

Subject:	Started doesn't update after SLA changed
Date:	Thu, 25 Jul 2013 16:07:12 -0300
To:	bug-RT-Extension-SLA [...] rt.cpan.org
From:	Marcelo Terres <marcelo [...] propus.com.br>

I notice that after a ticket is created, if you change the SLA just the due date is updated. Started remains the same from the creation. Example: I have 2 SLAs: 1) Starts 1 hour, Resolve 4 hours 2) Starts 4 hours Resolve 16 hours My default SLA is number 2, so when a customer creates a ticket by e-mail Started is set to create time + 4 hours. When I change SLA to number 1, Started should be modified to create time + 1 hour but it doesn't occur. Is it correct? Regards, -- Marcelo H. Terres Propus Informática LTDA http://www.propus.com.br

Thu Aug 01 06:28:29 2013 ruz [...] bestpractical.com - Correspondence added

Subject:	Re: [rt.cpan.org #87326] Started doesn't update after SLA changed
Date:	Thu, 1 Aug 2013 14:28:11 +0400
To:	bug-RT-Extension-SLA [...] rt.cpan.org
From:	Ruslan Zakirov <ruz [...] bestpractical.com>

On Thu, Jul 25, 2013 at 11:07 PM, Marcelo Terres via RT < bug-RT-Extension-SLA@rt.cpan.org> wrote: Show quoted text

> Thu Jul 25 15:07:59 2013: Request 87326 was acted upon. > Transaction: Ticket created by marcelo@propus.com.br > Queue: RT-Extension-SLA > Subject: Started doesn't update after SLA changed > Broken in: (no value) > Severity: (no value) > Owner: Nobody > Requestors: marcelo@propus.com.br > Status: new > Ticket <URL: https://rt.cpan.org/Ticket/Display.html?id=87326 > > > > I notice that after a ticket is created, if you change the SLA just > the due date is updated. Started remains the same from the creation. > Example: > > I have 2 SLAs: > > 1) Starts 1 hour, Resolve 4 hours > 2) Starts 4 hours Resolve 16 hours > > My default SLA is number 2, so when a customer creates a ticket by > e-mail Started is set to create time + 4 hours. > > When I change SLA to number 1, Started should be modified to create > time + 1 hour but it doesn't occur. Is it correct? >

I think it was missing since the beginning as control over Starts field was minimal. I'm not sure when I can get to it. Regards, Show quoted text

> > -- > Marcelo H. Terres > Propus Informática LTDA > http://www.propus.com.br > >

-- Best regards, Ruslan.

Thu Aug 01 06:28:30 2013 The RT System itself - Status changed from 'new' to 'open'

Thu Aug 01 14:53:18 2013 marcelo [...] propus.com.br - Correspondence added

Subject:	[rt.cpan.org #87326]
Date:	Thu, 1 Aug 2013 15:52:34 -0300
To:	bug-RT-Extension-SLA [...] rt.cpan.org
From:	Marcelo Terres <marcelo [...] propus.com.br>

Hello Ruslan. If you want, you can use our help to try to solve this question. We can propose a patch in the code but it would be nice if you indicate the better approach to follow. Regards, -- Marcelo H. Terres Propus Informática LTDA http://www.propus.com.br

Fri Aug 02 06:40:53 2013 ruz [...] bestpractical.com - Correspondence added

Subject:	Re: [rt.cpan.org #87326]
Date:	Fri, 2 Aug 2013 14:40:30 +0400
To:	bug-RT-Extension-SLA [...] rt.cpan.org
From:	Ruslan Zakirov <ruz [...] bestpractical.com>

On Thu, Aug 1, 2013 at 10:53 PM, Marcelo Terres 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=87326 > > > Hello Ruslan. > > If you want, you can use our help to try to solve this question. We > can propose a patch in the code but it would be nice if you indicate > the better approach to follow. >

You should start from lib/RT/Condition/SLA_RequireStartsSet.pm. I'm not sure Starts should be changed all the time SLA changes. If you have long living ticket that was at low SLA at the beginning and then escalated later during its lifetime then changing Starts with SLA change is not correct. I agree that in your particular case starts should be changed, but probably only if at the moment current starts value is not reached. Show quoted text

> Regards, > > -- > Marcelo H. Terres > Propus Informática LTDA > http://www.propus.com.br > >

-- Best regards, Ruslan.