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#1 2017-06-24 17:07:50

glpi.al
Member
Registered: 2012-10-16
Posts: 78

SLT escalation based on time to own not configurable - GLPI 9.1.4

I configured a SLA/SLT escalation based on time to own.
To test, I put
In the SLT menu: time to own - 4 minutes
For this SLT, I configured an escalation of 10 minutes with some actions to try.

I assigned this SLT to a ticket, but when I execute the SLA scheduled task, this SLA isn't executed.

I looked in the configuration and in the "escalation levels" I found that only the "time to resolution" is present and not the "time to own".

Is this a bug?
Is it possible to use the time to own as escalation?

Best Regards.

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#2 2017-06-24 17:24:57

KKAdmin
Member
From: Germany
Registered: 2010-03-05
Posts: 959

Re: SLT escalation based on time to own not configurable - GLPI 9.1.4

yes possible - are you sure you defined time to own and not time to solve?


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

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#3 2017-06-24 17:49:17

glpi.al
Member
Registered: 2012-10-16
Posts: 78

Re: SLT escalation based on time to own not configurable - GLPI 9.1.4

Hi, yes I put "time to own".
When I scroll the "execution" list in the "Add an escalation level" menu, I find only "Time to resolve" and after +10, +20, ....
I cannot find the "Time to own" section as I seen in some other post.
Best Regards.

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#4 2017-06-25 18:12:03

glpi.al
Member
Registered: 2012-10-16
Posts: 78

Re: SLT escalation based on time to own not configurable - GLPI 9.1.4

I retried.
Problem was when I opened the tickets. They were assigned to me and even if I deleted the tech after saving, the SLT didn't fire-up.
If I open a ticket and delete the tech before of its saving, the SLT fire-up.
The only little bug seems the label in the execution list. It is only "time to resolve" even if it is related to "time to own".
Best Regards.

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#5 2017-06-27 18:41:23

KKAdmin
Member
From: Germany
Registered: 2010-03-05
Posts: 959

Re: SLT escalation based on time to own not configurable - GLPI 9.1.4

Perphaps know i understand your problem really.
Did you mean this https://github.com/glpi-project/glpi/issues/2184 ?


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.
##############################################
GLPI 9.3.3

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