Forum GLPI-Project

vishalpetkar5

Member

Registered: 2018-08-03

Posts: 1

Notification for SLA own and SLA resolve

Hello,

I tried automatic action for SLA own and resolve but not getting an email.
The email for other things like ticket create, close, etc. is working fine.

I am using GLPI 9.2

The steps I follow are :

Step 1 : Notification > Notification templates > Create template

Step 2 : Notification > Notifications > Create Notification
Name : SLA Remainder
Active : Yes
Type : Ticket   
Event : Automatic remainders of SLA's

Step 3 : Notification > Notifications > Edit "SLA Remainder"
Assign -> template
Recipient -> Added all recipient

Step 4 : Service Levels > Create "General SLA" > Edit "General SLA"
SLA -> Add "SLA Own" and "SLA Resolve"

Step 5 : Tickets > Create Ticket
Time to own : "SLA Own"
Time to resolve : "SLA Resolve"
Title : "Test SLA"
Description : "Test SLA"

Thank you

KKAdmin

Member

From: Germany

Registered: 2010-03-05

Posts: 959

Re: Notification for SLA own and SLA resolve

Step 4 a)
You have to define escalation in
Service Levels > select "General SLA" > select "General SLA" SLA -> select "SLA Own" -> escalation -> create escalation

You can read more about that in this threat https://forum.glpi-project.org/viewtopic.php?id=164062

Last edited by KKAdmin (2018-08-23 22:05:57)

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GLPI 9.3.3

zoziano

Member

Registered: 2018-10-08

Posts: 12

Re: Notification for SLA own and SLA resolve

This automation will run once an hour and send an email to any of your support staff who have conversations that are within 2 hours of breaching their next SLA target.

Last edited by zoziano (2018-10-08 21:24:54)

yllen

GLPI-DEV

From: Sillery (51)

Registered: 2008-01-14

Posts: 15,278

Re: Notification for SLA own and SLA resolve

zoziano: no spam in this forum otherwise I banished you

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