solution and cron_slaticket

lukasz · 2011-09-07 09:12:15

Hello,

I've problem with solutions tickets and SLA. For example: Requester refused solution, but cron_slaticket automatic close ticket when change SLA.

181218 2011-08-31 16:04 cron_slaticket Resolution date "" --> "2011-08-31 16:04"
181217 2011-08-31 16:04 cron_slaticket Status "W toku (przypisane)" --> "Rozwiązane"
181216 2011-08-31 16:04 cron_slaticket Escalation level "Manager" --> " "
181215 2011-08-31 16:04 cron_slaticket Solution - Description modification of field
181214 2011-08-31 16:04 cron_slaticket Description modification of field
181185 2011-08-31 15:51 User    Follow-up add an element :Follow-up (5540)
181184 2011-08-31 15:51 User    Resolution date "2011-08-28 14:22" --> ""
181183 2011-08-31 15:51 User    Status "Rozwiązane" --> "W toku (przypisane)"

If I don’t use SLA problem not exist.

GLPI 0.80.2
Debian

Thanks for your help. Regards!
Lukasz

florianmann · 2011-09-07 12:58:12

Maybe you set "Automatic closing of solved tickets after :" value under
Setup -> General -> Assistance
too low?

lukasz · 2011-09-07 13:28:11

I don't use this option.
I've set "Automatic closing of solved tickets after : Never"

lukasz · 2011-09-08 15:15:32

Any ideas?? BUG??

JMD · 2011-09-12 23:24:44

I don't really understand your problem and i can't read "Status "W toku (przypisane)" --> "Rozwiązane" ??

yllen · 2011-09-13 09:45:31

What are rules of your SLA ?
By example, If you write in SLA for a level Status assigned Closed even the solution is rejected, the ticket will be closed

lukasz · 2011-09-27 14:10:37

JMD wrote:

I don't really understand your problem and i can't read "Status "W toku (przypisane)" --> "Rozwiązane" ??

"Status "W toku (przypisane)" --> "Rozwiązane" is "Status "Processing (assigned)" --> "Solved"

What are rules of your SLA ?
By example, If you write in SLA for a level Status assigned Closed even the solution is rejected, the ticket will be closed

Priority Assign Very High
Automatic reminders of SLAs Send Yes

This problem don't exist always if I find resolved I will write.

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#1 2011-09-07 09:12:15

solution and cron_slaticket

#2 2011-09-07 12:58:12

Re: solution and cron_slaticket

#3 2011-09-07 13:28:11

Re: solution and cron_slaticket

#4 2011-09-08 15:15:32

Re: solution and cron_slaticket

#5 2011-09-12 23:24:44

Re: solution and cron_slaticket

#6 2011-09-13 09:45:31

Re: solution and cron_slaticket

#7 2011-09-27 14:10:37

Re: solution and cron_slaticket

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