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#1 2021-02-01 22:10:44
- oj69
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- From: Somewhere in the cloud
- Registered: 2021-02-01
- Posts: 157
Question to SLA processing
Dear all,
we have successfully running GLPI with active SLA rules. Everything works fine so far. One open question:
- A new ticket will be automagically assigned to an technican by rule. The status of the ticket is therefor "assigned".
- The SLA counter for this ticket is running.
- If there is a question to the customer we are writing an public annotation inside of the ticket so that the customer will get an email.
- For the time of waiting for an customer reply the SLA counter shall be stopped. This is our open question:
How can we get the ticket status automatically assigned to "waiting" ? Right now we have to do this by ourself after we wrote the ticket annotation. This is right now the only way to stop the SLA counter.
Can anybody help ?
Thanks in advance
Kind regards
Oliver
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#2 2021-02-27 17:31:46
- makeijan
- Member
- From: Pontevedra, Galicia
- Registered: 2008-01-29
- Posts: 757
- Website
Re: Question to SLA processing
Hi,
I don't think there is an easy way to handle this. Maybe with a rule, but your techs should use some keywords to force it.
In our case, we sometimes do followups to keep our requesters informed, and we don't want to stop the clock in these cases, so, I think this is something you should teach to your techs, tell them that after a followup when you expect user interaction, you must change ticket state to Pending. It's just an extra click.
Cheers,
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#3 2021-02-27 22:07:55
- oj69
- Member
- From: Somewhere in the cloud
- Registered: 2021-02-01
- Posts: 157
Re: Question to SLA processing
Thanks a lot for your answer. We did. it in that way. But sometimes our technicans forget it so the SLA times in this cases will get wrong. Cant Unterstand why this functionality isnt realized right now. You will always need this for every SLA to work well.
Thanks
Oliver
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#4 2021-03-28 09:13:04
- oj69
- Member
- From: Somewhere in the cloud
- Registered: 2021-02-01
- Posts: 157
Re: Question to SLA processing
Would be great to have this in an automatic way
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#5 2021-03-28 09:25:35
- makeijan
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- From: Pontevedra, Galicia
- Registered: 2008-01-29
- Posts: 757
- Website
Re: Question to SLA processing
Maybe there's an option, but it will have some limitations.
You can tweak techs profile lifecycles for tickets, blocking the chance for a tech to set a ticket in the undesired states. However, it will bring a side effect. Technicians will never be able to set their "assigned" status.
Regards,
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