Forum GLPI-Project

andrew.k2

Member

From: Latvia

Registered: 2014-05-07

Posts: 60

remove SLA escalation

Hello.

I configured bussines rule when ticket is under entity Root > EntityAA - assign an SLA (AA) with escalation, but when entity is not Root > EntityAA, then assign SLA (BB). When I transfer ticket from Root > EntityAA to Root > Entity BB, then ticket is with first assigned SLA (AA). Why?

In which way I need to configure rules?

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[prod] - GLPI 9.3; [test] - GLPI 9.3.1

andrew.k2

Member

From: Latvia

Registered: 2014-05-07

Posts: 60

Re: remove SLA escalation

Hmm.. maybe it is too difficult to understand my explanation...

Is it possible to change SLA/SLT escalations when I transfer ticket from entityAA to entityBB?

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[prod] - GLPI 9.3; [test] - GLPI 9.3.1

freewood

Member

From: Moscow

Registered: 2016-01-30

Posts: 116

Re: remove SLA escalation

Hello. Does your rule apply on "Update", or only on "Creation".
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Debian Stretch + nginx 1.10.3 + php7.0-fpm
GLPI v9.3.1 + Reports, Behaviors, Forms

andrew.k2

Member

From: Latvia

Registered: 2014-05-07

Posts: 60

Re: remove SLA escalation

Rules on Add/Update; I think, I found my mistake.

It is related to in which section i create rules in Local rules recursively in root entity or rules applicable in the sub-entities.

Now I need to test this thing.

thx for response

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[prod] - GLPI 9.3; [test] - GLPI 9.3.1

andrew.k2

Member

From: Latvia

Registered: 2014-05-07

Posts: 60

Re: remove SLA escalation

Nope, anyway not working

Somebody can reproduce when transferring ticket to other entity - then SLA almost changes?

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[prod] - GLPI 9.3; [test] - GLPI 9.3.1