SLAs Question - Continuous SLAs Alert

tyll · 2011-09-30 23:56:20

Hey All,

How can I force SLAs keep sending out notification to technician after ticket had expired ? My current setting can only send out once after ticket reach the expiration date.

here is my setting,
SLA : HIGH
Max time to solve : 1 Day
Escalation Execution Level : Due Day
Automatic reminders of SLAs = Send (Yes)

here is the log,
256143 2011-09-23 09:58 cron_slaticket Escalation level "Level1" --> " "
256142 2011-09-23 09:58 cron_slaticket Description modification of field
249885 2011-09-21 09:57 XXXXX add the item
249884 2011-09-21 09:57 XXXXX Group add link with an item : "Support"
249883 2011-09-21 09:57 XXXXX User add link with an item : "XXXXX"
249882 2011-09-21 09:57 XXXXX User add link with an item : "XXXXX"

GLPI : 0.80.30
Browser : MS Intertnet Explorer
MYSQL : 5

yllen · 2011-10-03 09:13:40

Have you try escalation execution level after the due day ?

tyll · 2011-10-03 19:27:34

Hi Yllen,

Thank you for your prompt feedback.

Yes, I did. base on my setting, the SLAs alert works but it only went out once after ticket pass due. I expectd alert can keep on sending out every day to remind technicians after ticket pass due.

Here below is what I did and hope it can give you a clear pic about my issue...

1. Setup a SLAs named "High" with "Max time to Solve" = 1 Day" and Calendar = "24/7".
2. Add an "Escalation Level" named "Level1" with the exection on "Due Day" and "Active" status.
3. Go in "Level1", an Action named "Automatic reminder of SLAs" has been set with "Send" action with and "Yes" value.

Apparently the setting I had done above was not enough to fullfill my needs. it will be so much appreciated if you can help me to identify my issue.

Thank you, Yllen.

tyll · 2011-10-06 00:29:44

Hello Yllen,

any update on this case ? any hint you have for this issue will be so appreciated. Thank you.

remi · 2011-10-06 07:21:38

Yes, SLA action are only execute once.

Probably the alerts on "not solved tickets" will better suits your need.

tyll · 2011-10-07 00:34:45

Good idea, Remi.
It may be an alternative solution for solving my issue. Thank you, Remi & Yllen. You guys can close tihs ticket form now. I also refer to the following post to set it up. http://www.glpi-project.org/forum/viewt … p?id=25508

tyll · 2011-10-07 02:16:31

Hello Remi,

Sorry, I got one last question for you.

I have 4 overdue tickets, but when I executed "alertnotclosed" in "Acutomatic Actions", only 1 overdue ticket can be discovered which is the "oldest ticket with 15 days overdue", the other 3 overdue tickets (1 day overdue) still have not been detected.

How does "alertnotclosed" define the ticket age ? any system script file I can change / modify to default setting ?

How can I force "Not Solved Tickets" Alert to send out notice for every overdue ticket ?

Thank you.

remi · 2011-10-07 08:44:05

"Not Solved Tickets" raise an alert for ticket open (and not solved/closed) for more than # days

tyll · 2011-10-07 08:58:14

remi wrote:

"Not Solved Tickets" raise an alert for ticket open (and not solved/closed) for more than # days

Hi Remi,

Thank you for your qucik feedback.
So do you know how many days exactly ? Since I got 4 past due tickets..why only 1 can be highlighted and the other 3 can't be found by "Not Solved Tickets".

Thank you.

tyll · 2011-10-07 22:46:40

Hey Remi,

By tracing the log in "alertnotclosed", "Not Solved Tickets" will rasie Alert for "open/processing assigned" ticket after 10 business days. Any way I can make it shorter (ex, 5 days) ?

tyll · 2011-10-11 22:51:41

Hey Remi,

Any update on this case ? Any feedback will be so appreciated. Thank you.

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#1 2011-09-30 23:56:20

SLAs Question - Continuous SLAs Alert

#2 2011-10-03 09:13:40

Re: SLAs Question - Continuous SLAs Alert

#3 2011-10-03 19:27:34

Re: SLAs Question - Continuous SLAs Alert

#4 2011-10-06 00:29:44

Re: SLAs Question - Continuous SLAs Alert

#5 2011-10-06 07:21:38

Re: SLAs Question - Continuous SLAs Alert

#6 2011-10-07 00:34:45

Re: SLAs Question - Continuous SLAs Alert

#7 2011-10-07 02:16:31

Re: SLAs Question - Continuous SLAs Alert

#8 2011-10-07 08:44:05

Re: SLAs Question - Continuous SLAs Alert

#9 2011-10-07 08:58:14

Re: SLAs Question - Continuous SLAs Alert

#10 2011-10-07 22:46:40

Re: SLAs Question - Continuous SLAs Alert

#11 2011-10-11 22:51:41

Re: SLAs Question - Continuous SLAs Alert

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