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Hi,
I have already installed versión GLPI 9.1, I am veri confused with SLA's times, you understand what is the difference between in time to own and time to resolve?, what is the funcionallity of time to own?. ¿What is a meaning of time to own?.
Thanks for your help.
Andres Peralta.
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Time to own : time between creation of the ticket affectation of the ticket
Time to resolve : old due date
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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Thank you for you response, but I dont understand Time to own, you say is the time between creation of the ticket affectation and ???, ..
Do you have any example to explain this concept?
Thanks...
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when someone creates ticket : statuts=new. (time=T0)
then some tech assign ticket to himself or someone else at Time=T1.
time to own is the maximum value allowed for (T1-T0)
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GLPI10.0.10 (ubuntu 22.04 PHP8.1 Mariadb10.6 ) plugins : comportements 2.7.2 reports 1.16.0 formcreator 2.13.8, datainjection 2.13.4 fields 1.21.6
préprod : glpi10.0.15
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wow, I already understand, many thanks for your response. Many thanks
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Can you give me example 1 case fot rime to own with 2 level escalation ?? or other ??
i confused when real implement to GLPI ..
Please guide me
Last edited by rezhakana (2018-04-15 12:22:00)
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user A creates a ticket , you can assign a SLT for time to own with escalation something like the ticket should be self assigned by Maximum 10 mins from the time the ticket created.
like for example ticket is created at 10 am , SLT time to own will be executed at 10:10 and will send a notification to technician in the group that ticket is unassigned.
Time to own escalation doesnt really work on GLPI 9.1.X
please try GLPI 9.2 its been fixed.
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when someone creates ticket : statuts=new. (time=T0)
then some tech assign ticket to himself or someone else at Time=T1.
time to own is the maximum value allowed for (T1-T0)
Thanks for the explanation, in this particular example, who's introducing the value on the TTO field form?
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@moisestrejomx :
2 ways to set tto :
1) simply set a time in tickets tto field
2)
-create a SLT time to own ie (myDefaultTTO) with time = 2 hours.
-create rule to assign myDefaultTTO to each (or some) new ticket (or use ticket templates and prefifined fields).
-when a new ticket is created and match business rules myDefaultTTO is associated to the ticket and max own time is set to ticket creation datetime + 2 hours.
optionally : add escalation rules (ie : if ticket not owned à tto then send an email to admin or/and set priority to high and/or assign to technicians chief .....)
Trouver la panne avant de réparer...
GLPI10.0.10 (ubuntu 22.04 PHP8.1 Mariadb10.6 ) plugins : comportements 2.7.2 reports 1.16.0 formcreator 2.13.8, datainjection 2.13.4 fields 1.21.6
préprod : glpi10.0.15
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when someone creates ticket : statuts=new. (time=T0)
then some tech assign ticket to himself or someone else at Time=T1.
time to own is the maximum value allowed for (T1-T0)
It sounds like time to response. ok ?
Thanks,
Giang.
Last edited by giang (2022-02-21 10:10:45)
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