Forum GLPI-Project

msarmiento

Member

Registered: 2012-09-21

Posts: 6

Change the SLA of a ticket and recalculate its Due Date?

Hello.
I'm using GLPI 0.83.6 stable release.

I've configured SLA and rules for each SLA level.

This is working perfect but ONLY at the ticket creation moment - the SLA is set and due date is calculated for the new ticket .

Updating an already created ticket won't trigger the 'business rules for tickets' again!

So i ask - is there any way to trigger the 'business rules for tickets' when a ticket is updated or is there any feature to change the SLA of a ticket and recalculate its Due Date ?

Thanks for GLPI!

Please help me!!

Dirceu

Member

Registered: 2009-05-14

Posts: 6

Re: Change the SLA of a ticket and recalculate its Due Date?

Hi msarmiento.
I did ask almost the same question in the past, so maybe this helps: http://www.glpi-project.org/forum/viewt … p?id=24333

msarmiento

Member

Registered: 2012-09-21

Posts: 6

Re: Change the SLA of a ticket and recalculate its Due Date?

Thanks Dirceu,

But, I need recalculate the due Date when the technician change de level of impact or the urgency.

Thanks in advance.