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.