Forum GLPI-Project

SMoD

Member

Registered: 2012-03-26

Posts: 1

SLA management

Hi all,
i have 0.80.7 environment.
In order to manage SLA i can start just from 1 hour of "Maximum time to solve" .
Can i customize shorter time?
Is it a feature expected in next release ?

Thanks.

Marco

JMD

GLPI - Lead

Registered: 2004-09-13

Posts: 9,180

Website

Re: SLA management

Shorter than 1 Hour ? 

Are you superman ?

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JMD / Jean-Mathieu Doléans - Glpi-project.org - Association Indepnet
Apportez votre pierre au  projet GLPI   : Soutenir

yllen

GLPI-DEV

From: Sillery (51)

Registered: 2008-01-14

Posts: 15,278

Re: SLA management

In 0.84, you will have shorter time by step of 10mn before one hour

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CentOS 6.5 - CentOS 7.x
PHP 5.6 - PHP 7.x - MySQL 5.6  - MariaDB 10.2 + APC + oOPcache
GLPI from 0.72 to dev version
Certifiée ITIL (ITV2F, ITILF, ITILOSA)

txtensen

Member

Registered: 2012-05-09

Posts: 1

Re: SLA management

No spam in this forum

sekar.gn

Member

Registered: 2012-05-24

Posts: 7

Re: SLA management

we are created the priority, and specify the time duration for each priority level.
and created the new calender as per the requirement,
but we are not getting the mail alert, and could the assign the call to next level.

but the mail server is working when create/close ticket.

sekar.gn

Member

Registered: 2012-05-24

Posts: 7

Re: SLA management

how to configure the SLA

we are created the priority, and specify the time duration for each priority level.
and created the new calender as per the requirement,
but we are not getting the mail alert, and could the assign the call to next level.

but the mail server is working when create/close ticket.

yllen

GLPI-DEV

From: Sillery (51)

Registered: 2008-01-14

Posts: 15,278

Re: SLA management

First you must create your SLA and you affect your SLA to your ticket by a business rule.

After, for notification, your must create a new one with type Ticket and Event Automatic reminders of SLA

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CentOS 6.5 - CentOS 7.x
PHP 5.6 - PHP 7.x - MySQL 5.6  - MariaDB 10.2 + APC + oOPcache
GLPI from 0.72 to dev version
Certifiée ITIL (ITV2F, ITILF, ITILOSA)

sekar.gn

Member

Registered: 2012-05-24

Posts: 7

Re: SLA management

Hi..
Thanks for you reply,
I have created my own SLA and Business rule, When assign the SLA it shows the Due date automatically &

Once it reach SLA the ticked changed the colour Pink.

But the rules are not working, like assign the ticket to next level, mail notification.

Could you please help me...

yllen

GLPI-DEV

From: Sillery (51)

Registered: 2008-01-14

Posts: 15,278

Re: SLA management

Parameters of your SLA ?
Parameters of your business rule ?

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CentOS 6.5 - CentOS 7.x
PHP 5.6 - PHP 7.x - MySQL 5.6  - MariaDB 10.2 + APC + oOPcache
GLPI from 0.72 to dev version
Certifiée ITIL (ITV2F, ITILF, ITILOSA)

sekar.gn

Member

Registered: 2012-05-24

Posts: 7

Re: SLA management

Priority    Assign    Very High
Automatic reminders of SLAs    Send    Yes
Assigned to - Technician    Assign    Esc

sekar.gn

Member

Registered: 2012-05-24

Posts: 7

Re: SLA management

Finally i found out the problem, where i am doing the  mistake, and rectify the problem.

Now it is working fine.

Thanks to all who supported me