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#1 2013-09-17 09:39:43
- bhushan.hatkar
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- Registered: 2013-06-24
- Posts: 11
sla calculation in .84
when you change the state of the ticket to pending the SLA due date doesnot change. This sholud be blank because if the ticket is pendign due to certain reasons beyond the control of the technitian the SLA should not be triggered when the state chaange to pending. the engine should deduct the time for which the ticket was in pendign state while calculating sla triggers and for due date calculation it sholud addd the time for which the ticket was in pendign state.
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#2 2013-09-17 19:13:10
- MoYo
- GLPI - Lead
- From: Poitiers
- Registered: 2004-09-13
- Posts: 14,513
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Re: sla calculation in .84
The due date is update when you go out pending state.
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#3 2013-09-18 09:35:54
- bhushan.hatkar
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- Registered: 2013-06-24
- Posts: 11
Re: sla calculation in .84
so when you define sla, the sla will not be breached when the state changes from pending to any othre state?
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#4 2013-09-18 09:48:38
- MoYo
- GLPI - Lead
- From: Poitiers
- Registered: 2004-09-13
- Posts: 14,513
- Website
Re: sla calculation in .84
Sorry I do not really understand your question.
MoYo - Julien Dombre - Association INDEPNET
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#5 2013-09-19 06:51:37
- bhushan.hatkar
- Member
- Registered: 2013-06-24
- Posts: 11
Re: sla calculation in .84
i create a ticket at 13:00 on 27 jan with an sla of 3 working days, so the due date will be 30 jan 12:00. the technitian responds to the call on 27 jan 15:00 and find that he needs spare parts and hence puts the ticket in pending state. the ticket remains pending till 30th jan 15:00. after which he changes the state to processing. now in such a cse will the sla get breached and i will see Late column as yes or the late column wil still be no as the due date is extended by the time the ticket was in pending state.
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#6 2013-11-15 01:30:08
- mhouston100
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- Registered: 2011-12-12
- Posts: 63
Re: sla calculation in .84
From what I understand the SLA is held while the ticket is in a pending status, the due date will remain the same as it affects nothing while in that status.
When the status is changed back to processing, the due date is recalculated based on the SLA.
This was from another thread but for the life of me I can't find it at the moment.
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