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#1 2017-08-30 12:36:03

OleksandrF
Guest
Registered: 2017-08-30
Posts: 4

Send email notifications for unassigned tickets

Hi There,

GLPI: 9.1.6

I want to send email notification to Group if tickets assigned to Group but not assigned by Technician in 5 minute.

Notification:
Name: Unassigned Tickets
Active: Yes
Type: Ticket
Notification method: Email
Event: Automatic reminders of SLAs
Notification template: Unassigned tickets template
Recipients: Group in charge of the ticket

SLA:
Name: SLA-Unassigned 5 min
Calendar: 24/7
SLT:
Name: SLT 5 minute
SLA: SLA-Unassigned 5 min
Type: Time to own
Maximum time: 5 Minutes

Escalation level:
Name: Send notification
Execution: Time to own
Criterion: Technician | does not exist | Yes
Action: Automatic reminders of SLT | Send | Yes

Automatic action - slaticket
Name: slaticket
Run frequency: 5 minutes
Status: Scheduled
Run mode: CLI
Run period: 0 -> 24
Number of days this action logs stored: 30

Then, I created a ticket, I assigned SLT to the ticket: SLT 5 minute and assigned it to a Group, and not assigned to any technician.
When I hover to the "i" icon I see popup:
Next Escalation: ....
Escalation Level: Send notification

According to slaticket logs, the action fired:
1 Action completed, fully processed.

But I don't receive any emails about escalation.

Maybe I'm doing something wrong?

Last edited by OleksandrF (2017-08-30 12:36:42)

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#2 2017-08-30 13:21:43

lordbat
Guest
From: Buenos Aires - Argentina
Registered: 2016-02-12
Posts: 98

Re: Send email notifications for unassigned tickets

Have you see on debug mode?


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.
##############################################
[Prod] GLPI 0.90.1 - Ubuntu 12.04 LTS Desktop ------- [TEST] GLPI 9.1.4 - Ubuntu Server 14.04 LTS

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#3 2017-08-30 13:33:46

OleksandrF
Guest
Registered: 2017-08-30
Posts: 4

Re: Send email notifications for unassigned tickets

lordbat wrote:

Have you see on debug mode?

Hi,
I've just enabled the debug mode.
Looks ok:
Events: Automatic reminders of SLAs
Recipients: Group in charge of the ticket
Notification templates: Tickets (Simple) (en_GB)
Emails: [my_email].

Not sure why I did not receive the notification template.

Last edited by OleksandrF (2017-08-30 13:40:35)

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#4 2017-08-30 13:42:45

lordbat
Guest
From: Buenos Aires - Argentina
Registered: 2016-02-12
Posts: 98

Re: Send email notifications for unassigned tickets

The automatic actions? have you see the log of slaticket?


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.
##############################################
[Prod] GLPI 0.90.1 - Ubuntu 12.04 LTS Desktop ------- [TEST] GLPI 9.1.4 - Ubuntu Server 14.04 LTS

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#5 2017-08-30 13:54:58

OleksandrF
Guest
Registered: 2017-08-30
Posts: 4

Re: Send email notifications for unassigned tickets

lordbat wrote:

The automatic actions? have you see the log of slaticket?

Yes, I see Logs in slaticket (I saw these logs without Debug mode):
2017-08-30 15:35 0.044 seconds    1 Action completed, fully processed.

But I GLPI doesn't send this notification sad

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#6 2017-09-04 10:56:04

yllen
GLPI-DEV
From: Sillery (51)
Registered: 2008-01-14
Posts: 13,580

Re: Send email notifications for unassigned tickets

Have you look at the mail queue?


CentOS 6.5 - PHP 5.6 - PHP 7 - MySQL 5.6  + APC + memcached
GLPI 0.90.5 SVN - GLPI 9.1.3 SVN
Certifiée ITIL (ITV2F, ITILF, ITILOSA)

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#7 2017-09-04 11:27:02

OleksandrF
Guest
Registered: 2017-08-30
Posts: 4

Re: Send email notifications for unassigned tickets

yllen wrote:

Have you look at the mail queue?

Hello,
Yes, I've checked it and it's empty sad

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#8 2017-09-13 13:59:32

Roshan
Guest
Registered: 2017-07-26
Posts: 38

Re: Send email notifications for unassigned tickets

Hello ,
i think there is a bug when u select time to own in SLA .
under escalation. even if u select time to own as execution , it changes to time to resolve under execution. strange.
but sometimes it fires email notification regarding unassigned tickets , but at odd times. doesnt follow the 10 mins time frame what i have set.

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#9 2017-09-14 19:43:00

Roshan
Guest
Registered: 2017-07-26
Posts: 38

Re: Send email notifications for unassigned tickets

Dear Yellen,
Issue is on glpi 9.1.6 there is drop down for time to own but when u select it under execution time for escalation , after u hit save button it's back to time to resolve.
So basically time to own execution ends up firing time to resolve execution. I feel this is a bug. Because all sla reminders are sent at time to resolve instead of time to own

Last edited by Roshan (2017-09-15 10:12:10)

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