Forum GLPI-Project

jeffreymanuel_ii

Member

Registered: 2015-07-29

Posts: 7

Violates Response and Escalation Time

HI,

Is it possible to set the time where a "tech" should respond or escalate the new ticket created?

If so, how can we do it?

Lastly, is there anyway that we can identify if the tech violates the required time in response and escalation time in the report? Currently, what we know is we can identify if tech violates the turn around time of the ticket (closing of the ticket) using the report.

For example: a ticket is created with the following criteria together with required time
Response: 10 minutes
Escalation(dispatch): 10 minutes
Resolution(Solve): 1 hr and 40 minutes
Turn around time (Close): 2 hours

If a tech responded to the case after 10 minutes (i.e. 12 minutes), is there a report that shows the tech violates the response time?

If there is any confusion with my inquiry, please let me know.

Thank you!

KKAdmin

Member

From: Germany

Registered: 2010-03-05

Posts: 959

Re: Violates Response and Escalation Time

Sla

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You can mark this threat as [resolved] in subject of your threat. (This is only available edit of the first post.) It is good for users who help others to quickly see which post is still open.
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GLPI 9.3.3

jeffreymanuel_ii

Member

Registered: 2015-07-29

Posts: 7

Re: Violates Response and Escalation Time

Hi,

Thank you for the information.

Can you teach me how to do it? Can you provide step by step?

lesliem

Member

Registered: 2015-10-12

Posts: 9

Re: Violates Response and Escalation Time

Hi,
Did you ever get a solution to this?  To me, the SLA option only has Solution time, not response time (Using glpi 0.9)

Regards,
Leslie

yllen

GLPI-DEV

From: Sillery (51)

Registered: 2008-01-14

Posts: 15,278

Re: Violates Response and Escalation Time

With SLA you can define if no action are done on the ticket and escalate to an other technicians group with an higher priority

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