Forum GLPI-Project

fersu

Member

Registered: 2018-04-27

Posts: 2

Automaticaly increase of the priority (in tickets)

We've 4 types of clients, some clients pay for the maximum response time. They pay so that in less than an hours (two hour, 3hrs, ...) we can help them and we establish the priority.
I want to automaticaly increase the priority when an hour passes (15:00=> Medium /+1h/ 16:00=> Hight).
How do I do it?

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GLPI 9.2

Last edited by fersu (2018-04-27 13:15:13)

KKAdmin

Member

From: Germany

Registered: 2010-03-05

Posts: 959

Re: Automaticaly increase of the priority (in tickets)

SLA / Service Level....

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GLPI 9.3.3

fersu

Member

Registered: 2018-04-27

Posts: 2

Re: Automaticaly increase of the priority (in tickets)

SLA / Service Level....

I had already tried it but the level has not changed. How I can configure SLA?
Thank you.

LaDenrée

HELPER

Registered: 2012-11-19

Posts: 6,168

Re: Automaticaly increase of the priority (in tickets)

create level agreements with time to resolve (ttr) set to 1 hour as an example
then create a rule that associate this level to your tickets (all of them or not ?)
set escalation levels ( at ttr set priority to high, at ttr+1hour set priority to  very high)
set automatic actions to run escalation rules ( slatickets)
remember if you run in CLI mode , set a cron on your server ( more accurate and reliable)

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