Forum GLPI-Project

igen_ti

Member

From: Brazil

Registered: 2011-07-20

Posts: 6

[SOLVED] Problems with SLA - Due date 00-00-0000 00:00

Hi.

I created a business rule that all open tickets have an SLA rule applied to the first service in one hour, but when the call is opened and the SLA applied, is the due date as "00-00-0000 00:00" and is marked as if the SLA was in non-compliance (purple color on the screen for assistance).
This is a bug or am I configuring wrong?
The version used is "0.80.1."

Translated by google translator... 

Thank you.

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IGEN - Imunogenética
São Paulo/SP - Brazil

igen_ti

Member

From: Brazil

Registered: 2011-07-20

Posts: 6

Re: [SOLVED] Problems with SLA - Due date 00-00-0000 00:00

Hi

I found out where the problem was.
The programming schedule was not set correctly.

I did the following work for the SLA (step-by-step)
1 - Configure -> Dropdowns -> Calendars -> Calendar
2 - Added the schedule according to the IT office hours (Monday to Friday from 7h to 22h)
3 - Configure -> SLAs
4 - I created an SLA and link to schedule created in step 2.
5 - Administration -> General -> General called for business
6 - Added the criteria according to the SLA SLA created in step 4.

It worked very well.
For the research I have done in the forum which is not possible (yet) is to associate a call to an SLA after its creation, for example, during the service of the 1st level change the category and automatically link to an SLA for the 2nd level.

This GLPI is getting better!
Congratulations to the developers.

Translated by Google.

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IGEN - Imunogenética
São Paulo/SP - Brazil

JMD

GLPI - Lead

Registered: 2004-09-13

Posts: 9,180

Website

Re: [SOLVED] Problems with SLA - Due date 00-00-0000 00:00

I close.

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JMD / Jean-Mathieu Doléans - Glpi-project.org - Association Indepnet
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