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#1 2014-11-20 12:04:45
- tselane.dineo
- Member
- Registered: 2014-11-04
- Posts: 11
trigger the escalation
hello
Please help ,is there any way to trigger the "SLA" to escalate when a due date of a ticket passed to another technician.
Than you in advance
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#2 2014-11-20 23:01:14
- yllen
- GLPI-DEV
- From: Sillery (51)
- Registered: 2008-01-14
- Posts: 15,278
Re: trigger the escalation
create a SLA level
Max execution time 2 hours -> create a level with execution based on the due date
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
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#3 2014-11-21 11:37:06
- tselane.dineo
- Member
- Registered: 2014-11-04
- Posts: 11
Re: trigger the escalation
Yes i did that before, how should i test if its working
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#4 2014-11-24 16:18:07
- tselane.dineo
- Member
- Registered: 2014-11-04
- Posts: 11
Re: trigger the escalation
i created sla levels with execution based on the due date, i assigned watchers and technicians to the business rules and profiles. The problem is the system does not escalate the ticket to another technician.Is there any way i can make the system to escalate?
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#5 2014-11-27 22:18:39
- yllen
- GLPI-DEV
- From: Sillery (51)
- Registered: 2008-01-14
- Posts: 15,278
Re: trigger the escalation
What is the definition of your SLA Level?
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)
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#6 2014-11-28 14:02:57
- tselane.dineo
- Member
- Registered: 2014-11-04
- Posts: 11
Re: trigger the escalation
create SLA LEVEL 1
execution: 10 min
add a technician
create SLA LEVEL 2
execution: 20 min
add a technician
if the technician on the SLA LEVEL 1 did not solve the ticket within 10min ,the SLA level should re-assign the ticket to another technician (sla level 2).
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#7 2014-11-28 14:16:38
- yllen
- GLPI-DEV
- From: Sillery (51)
- Registered: 2008-01-14
- Posts: 15,278
Re: trigger the escalation
What are criteria of SLA level?
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)
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#8 2014-11-28 15:07:44
- tselane.dineo
- Member
- Registered: 2014-11-04
- Posts: 11
Re: trigger the escalation
the criteria of the SLA level is as follows.
Criterion:Technician
Condition : is
Reason : name(the name of the technician)
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#9 2014-11-28 15:51:46
- yllen
- GLPI-DEV
- From: Sillery (51)
- Registered: 2008-01-14
- Posts: 15,278
Re: trigger the escalation
Criterion must be the status of the ticket
If ticket's status not solved then assign to another technician
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)
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#10 2024-01-03 12:19:18
- sai
- Member
- Registered: 2023-10-17
- Posts: 2
Re: trigger the escalation
how do we update the existing ticket SLA and recalculate the due date time? Does anyone have any solution to this?
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