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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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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.
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[Prod] GLPI 9.3.4 - Ubuntu 16.04 LTS Server ------- [TEST] GLPI 9.4.5 - Ubuntu Server 16.04 LTS
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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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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 9.3.4 - Ubuntu 16.04 LTS Server ------- [TEST] GLPI 9.4.5 - Ubuntu Server 16.04 LTS
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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
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Have you look at the mail queue?
CentOS 6.5 - CentOS 7.x
PHP 5.6 - PHP 7.x - MySQL 5.6 - MariaDB 10.2 + APC + oOPcache
GLPI from 0.72 to dev version
Certifiée ITIL (ITV2F, ITILF, ITILOSA)
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Have you look at the mail queue?
Hello,
Yes, I've checked it and it's empty
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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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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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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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I've raised a thread on github:
https://github.com/glpi-project/glpi/issues/2908
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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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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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For 9.1 you have the correction: https://github.com/glpi-project/glpi/pull/2934
CentOS 6.5 - CentOS 7.x
PHP 5.6 - PHP 7.x - MySQL 5.6 - MariaDB 10.2 + APC + oOPcache
GLPI from 0.72 to dev version
Certifiée ITIL (ITV2F, ITILF, ITILOSA)
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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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