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#1 2017-07-05 03:48:06

edioilha
Guest
Registered: 2017-06-17
Posts: 11

[SOLVED]SLA by Groups

Hello there!

I'm newbie here! Sorry!

I researched a little bit, but I'm not sure what terms do I need to research. Also do not know how to solve it!
Let me try to explain what I need.

I need to have 20min time to solve a ticket, and I'm planning to have a GROUP and SLA for this kind of ticket. For future reports, statistics!
For example SLA(N1 20min) a GROUP Support N1.
If not solved within 20min I need to move it automatically(by ticket rule), to a Support N2 group with 60min time to solve.
Then if it not solved, move it to another Group (technician will move it manually).

GLPI 9.1.4
Example:
-Calendar 8:00AM to 6:00PM

-Ticket was created at 8:00AM Goes automatically to Support N1 - group. With 20min solution time.
-At 8:20AM Ticket will go to Support N2 - group. With 40min solution time.
-At 9:00AM Ticket will be late if Technician does not solve it, or it can be moved to another Group with other SLA time to solve.

-Ticket was created at 8:00AM Goes automatically to Support N1 - group. With 20min solution time.
-At 8:10AM Technician decide that incident cannot be solved within 10min, then move it to Support N2 - group. With 50min to solve it.
-At 9:00AM Ticket will be late if Technician does not solve it, or it can be moved to another Group with another SLA time to solve.

Edited.
Maybe it is simple that I'm guessing it is, but I cannot figure it out.
The time created is the point here. I need to respect the time created, time to solve varies from max 20min to 60min in N1 to N2 then goes to third level agreement. I know there is more than time in SLA, but that is just one part the process. The times here are just for examples purpose.

I hope to get some help on this! Thx :)
I'm coming from OTRS.
end edited.


Any tip will be much appreciated!

Thnx in advance!

Last edited
SLA By Groups

ddurieux wrote:

You can't, the SLA is for the ticket from creation to resolve it, if you have 'sla' on a tech group, it's OLA and not yet in GLPI

And SLT Escalation here:
http://forum.glpi-project.org/viewtopic … 45#p336345

Thnx!!

Last edited by edioilha (2017-07-22 15:03:06)

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#2 2017-07-06 11:56:12

yllen
GLPI-DEV
From: Sillery (51)
Registered: 2008-01-14
Posts: 13,879

Re: [SOLVED]SLA by Groups

edioilha wrote:

I need to have 20min time to solve a ticket, and I'm planning to have a GROUP and SLA for this kind of ticket. For future reports, statistics!
For example SLA(N1 20min) a GROUP Support N1.
If not solved within 20min I need to move it automatically(by ticket rule), to a Support N2 group with 60min time to solve.
Then if it not solved, move it to another Group (technician will move it manually).

You do that with SLA level (SLT) not with business rule


CentOS 6.5 - CentOS 7
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GLPI from 0.72 to dev version
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#3 2017-07-09 04:34:45

edioilha
Guest
Registered: 2017-06-17
Posts: 11

Re: [SOLVED]SLA by Groups

Hi there!!
Sorry for the late!!

Thank you!
I did the SLA SLT and Group escalation work, but could not make the SLT automatically change after escalation to the Support N2 Group.

How can I config the SLT by group?
I made a SLA for the first 20min and a escalation to the Support N2, it works fine. How can I automatically change the SLA for that ticket after moving it to that group? It will need to change to 60min time to solve after escalation occurs.

Thnx

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#4 2017-07-09 09:07:09

ddurieux
Plugins Dev
From: Monsols, France
Registered: 2005-06-17
Posts: 7,520

Re: [SOLVED]SLA by Groups

You can't, the SLA is for the ticket from creation to resolve it, if you have 'sla' on a tech group, it's OLA and not yet in GLPI


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#5 2017-07-10 00:04:56

edioilha
Guest
Registered: 2017-06-17
Posts: 11

Re: [SOLVED]SLA by Groups

Hi there!

Ok.

Thank you!! understood!!

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#6 2017-07-13 04:06:50

edioilha
Guest
Registered: 2017-06-17
Posts: 11

Re: [SOLVED]SLA by Groups

Hi there!!

I've made quite a bit of tests and I did not understand the way GLPI system treats SLA escalation, or there is something wrong!

It is random, some times it escalate the group, some times it does not!

Tried in GLPI 9.1.4, 9.1.3
Ubuntu 16.4.2
MySQL Ver. 14.14 Dist. 5.7.18
PHP 7.0.18

Crontab is running each minute, tried 5 minutes but no luck! 

Any help is much appreciated!

Thx

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#7 2017-07-17 20:16:35

edioilha
Guest
Registered: 2017-06-17
Posts: 11

Re: [SOLVED]SLA by Groups

Hello there!

What is wrong here?
Maybe I misunderstood the escalation trigger!

SLA - Time to solve 20min
Time_To_Solve20.png

SLT - 20min
time_To_Solve201.png

Escalation -20min
time_To_Solve202.png

Ticket created at 13:14
time_To_Solve203.png

Time 13:32
time_To_Solve204.png

I thought it would make N3 as Group watcher at 13:24
But not.

Is there anything wrong with it, or it is right.




Many thanks!

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