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

OleksandrF
Guest
Registered: 2017-08-30
Posts: 5

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: 111

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: 5

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: 111

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: 5

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: 13,879

Re: Send email notifications for unassigned tickets

Have you look at the mail queue?


CentOS 6.5 - CentOS 7
PHP 5.6 - PHP 7 - MySQL 5.6  + APC + oOPcache
GLPI from 0.72 to dev version
Certifiée ITIL (ITV2F, ITILF, ITILOSA)

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

OleksandrF
Guest
Registered: 2017-08-30
Posts: 5

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: 46

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: 46

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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#10 2017-09-26 20:02:48

Roshan
Guest
Registered: 2017-07-26
Posts: 46

Re: Send email notifications for unassigned tickets

Dear Yellen,
Any help with this bug on 9.1.6. Execution of time to own changes to time to resolve.

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#11 2017-10-05 09:19:19

OleksandrF
Guest
Registered: 2017-08-30
Posts: 5

Re: Send email notifications for unassigned tickets

I've raised a thread on github:
https://github.com/glpi-project/glpi/issues/2908

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#12 2017-10-07 09:00:52

Roshan
Guest
Registered: 2017-07-26
Posts: 46

Re: Send email notifications for unassigned tickets

Hello ,
i had raised this issue earlier , but i dont think they are going to fix it in 9.1.X version anymore.
on 9.2 it works fine. problem can not upgrade the prod to 9.2 yet as its still not stable.

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#13 2017-10-07 09:02:58

Roshan
Guest
Registered: 2017-07-26
Posts: 46

Re: Send email notifications for unassigned tickets

Hello ,
i had raised this issue earlier , but i dont think they are going to fix it in 9.1.X version anymore.
on 9.2 it works fine. problem can not upgrade the prod to 9.2 yet as its still not stable.
https://github.com/glpi-project/glpi/issues/2828
https://github.com/glpi-project/glpi/issues/2765

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#14 2017-10-09 15:24:01

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

Re: Send email notifications for unassigned tickets

For 9.1 you have the correction: https://github.com/glpi-project/glpi/pull/2934


CentOS 6.5 - CentOS 7
PHP 5.6 - PHP 7 - MySQL 5.6  + APC + oOPcache
GLPI from 0.72 to dev version
Certifiée ITIL (ITV2F, ITILF, ITILOSA)

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#15 2017-10-10 13:51:59

Roshan
Guest
Registered: 2017-07-26
Posts: 46

Re: Send email notifications for unassigned tickets

Dear Yellen ,
thanks for your reply. i tested ur fix. but there is no execution @ time to own. no email notification is sent. when i check the tickets under SLT it shows me the ticket Time to own applied , under date shows Opened on. where as for a ticket Time to resolve applied, it shows under date Time to resolve.

Same Ticket i added Time to resolve SLT , i receive the email notification when the time to resolve execution time.

Last edited by Roshan (2017-10-10 14:12:31)

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