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Some know what the new fields are for in requests:
Internal time to own.
Internal time to resolve.
Because they are not translated into Spanish.
Thank you very much for everything, apart from this someone knows where I can find a list of all the new features of this version of the glpi?
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look at this you'll find new features in 9.2 :
https://github.com/glpi-project/glpi/mi … 4?closed=1
SLT are used to define aggreements betwen "customers" and your organisations.
OLAs ( internal time) are used to defines aggreements between yous teams ( technicians)
OLA could help your team to respect SLT ( when several teams work on the same ticket, OLA manage for each team time to own, and time to solve)
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thank you very much for your reply,
what does he mean when he says OLA and when he says SLT?
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look here for spanish explanation
https://tic.gal/es/hay-de-nuevo-glpi-9- … -helpdesk/
slt : service level target : time that you promise to your customers to solve his request/incident ( similar to GTI,GTR)
OLA : operational level agreements : time you ask to your technician to treat his tickets .
as an example (very simple):
you say to your client :
if you ask for a new password I take into account within one hour and reset your password in less that one day
(your slt time to own is 1 hour, slt time to solve 1 day)
to make sure you manage to do this within promised times you can set OLAs :
hotline that receives request call/email should create ticket within 45 minutes and escalation to administrator within 2 hours. (then you have an OLA for hotline team)
then admin should take into account within 1 hour and reset password within 6 hours. (then you have another OLA for administrator team)
then supervisor should take into account within 1 hour and add ticket solution within 6 hours. (then you have another OLA for supervisor team)
(What a huge organisation , just for resetting password ! ;-D )
with these 3 OLA you can respect your SLT .
so GLPI helps (it works only if you have enough ressources to reset password. if your administrator is overbooked, no miracles will happen, you wont manage to reset passord in times you promised ....)
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thank you very much for your help.
I use the link and the explanation.
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