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#1 2017-07-19 23:09:27

edioilha
Guest
Registered: 2017-06-17
Posts: 11

[SOLVED]SLT-Escalation Levels

Hi there!

First of all, congratulations for this great software guys! Thank you a lot community and developers! Who make it happen! Its amazing!

I need help to understand the use of SLT Escalation Levels, the triggers and everything!
 
Would some one point me to the GLPI Help Manual, where it says about SLT Escalation Levels configuration and use.
I have followed some tutorials on Internet, no luck, even when the tutorial works mine don't!

Sorry! It looks self explanatory. Any ways I had make a lot of tests but in my tests it does not escalate as I think it have to.

I have looking around here http://wiki.glpi-project.org/doku.php?id=en:welcome
and
Here http://glpi-project.org/DOC/EN/


There is no way to make it to escalate. Do I need any extra configuration beyond this configuration?

Manual1.png


Thnx in advance!

Last edited by edioilha (2017-07-22 14:58:17)

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#2 2017-07-20 17:49:41

edioilha
Guest
Registered: 2017-06-17
Posts: 11

Re: [SOLVED]SLT-Escalation Levels

Hi there!

I have found something weird!

I have solution time to solve in 20min, if Ticket is not closed or not solved, in +10min it will change group.
I have a Ticket opened at 18:36, it has 20min to solve and then needs to be solved at 18:56 if not then 19:06 STL Escalate would change the group!
What happened was the weird thing, cron changed the group at 19:43, some logs in historical ticket tab says that.

The Escalation Levels are set to:
Status is not solved
or
Status is not closed
then change to SLT ANS-60.

Then I have a rule that set the ticket to: if SLT is ANS-60 change group to N2.

sltCron1.png

SO:
Distributor ID: Ubuntu
Description: Ubuntu 16.04.2 LTS
Release: 16.04

Mysql: Ver 14.14 Distrib 5.7.18
PHP: 7.0.18

Cron: * * * * *       root /usr/bin/php7 /var/www/html/glpi/front/cron.php &> /dev/null


Any tip will be much appreciated!

Thnx!

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#3 2017-07-20 22:04:00

KKAdmin
Guest
From: Germany
Registered: 2010-03-05
Posts: 796

Re: [SOLVED]SLT-Escalation Levels

really ?

edioilha wrote:

Cron: * * * * *       root /usr/bin/php7 /var/www/html/glpi/front/cron.php &> /dev/null

not like
*/1 * * * *      ......


The automatic task for sla is configured for run mode cli (not glpi) ?
The task is scheduled for each minute or 5 minute and not 1 hour ?

Can you post cron.log and the logs from the automatic sla task log from webinterface ?


You can mark this threat as [resolved] in subject of your threat. (This is only available edit of the first post.) It is good for users who help others to quickly see which post is still open.
##############################################
GLPI 9.2.3 /Ubuntu 16.04.4 LTS
Apache/2.4.18 (Ubuntu) - PHP 7.0.30-0ubuntu0.16.04.1 - MySQL 5.7.22-0ubuntu0.16.04.1

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#4 2017-07-21 04:40:30

edioilha
Guest
Registered: 2017-06-17
Posts: 11

Re: [SOLVED]SLT-Escalation Levels

Hi there KKAdmin,

Thank you for helping me out!! I really appreciate that!!

In this morning I started researching about that expression slaticket, and believe me I did not know about that configuration!
Automatic Actions for SLA.
I'm very newbie in GLPI, so Sorry, I want to learn more about it!! by the way any training, videos, readings tip will be appreciated! 

KKAdmin wrote:

really ?

edioilha wrote:

Cron: * * * * *       root /usr/bin/php7 /var/www/html/glpi/front/cron.php &> /dev/null

not like
*/1 * * * *      ......

Its ok! I believe its the same! Isn't it?

KKAdmin wrote:

The automatic task for sla is configured for run mode cli (not glpi) ?

The task is scheduled for each minute or 5 minute and not 1 hour ?

My problem is here, it was set to run each 5 minute GLPI.
I changed it to CLI and observed it and it did not run!

So at 14:35 I manually executed it, as you can see in the log.
But after that you will see I ran it again at 18:10.


KKAdmin wrote:

Can you post cron.log and the logs from the automatic sla task log from webinterface ?

Here are the logs!

Screen_Shot_2017_07_20_at_21_27_16.png

Screen_Shot_2017_07_20_at_21_25_31.png

Screen_Shot_2017_07_20_at_21_40_15.png

947 2017-07-20 14:34:25 [2@glpi]
948 Internal #1: Launch temp
949 2017-07-20 14:35:11 [2@glpi]
950 Internal #1: Launch slaticket
951 2017-07-20 15:05:25 [2@glpi]
952 Internal #1: Launch queuedmail
953 2017-07-20 18:10:26 [2@glpi]
954 Internal #1: Launch slaticket
955 2017-07-20 18:17:34 [2@glpi]
956 Internal #1: Launch graph
957 2017-07-20 21:16:50 [2@glpi]
958 Internal #1: Launch reservation
959 2017-07-20 21:24:55 [2@glpi]
960 Internal #1: Launch ticketrecurrent
961 2017-07-20 21:47:56 [2@glpi]
962 Internal #1: Launch mailgate
963 2017-07-20 21:53:11 [2@glpi]
964 Internal #1: Launch planningrecall
965 2017-07-20 22:27:02 [2@glpi]
966 Internal #1: Launch queuedmail
967 2017-07-20 22:55:59 [2@glpi]
968 Internal #1: Launch temp
969 2017-07-20 23:14:54 [2@glpi]
970 Internal #1: Launch session
971 2017-07-20 23:20:09 [2@glpi]
972 Internal #1: Launch graph

Thank you a lot!

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#5 2017-07-21 12:31:15

KKAdmin
Guest
From: Germany
Registered: 2010-03-05
Posts: 796

Re: [SOLVED]SLT-Escalation Levels

No i believe it is wrong.

Please change your cron config with. "crontab -e"

You'r glpi "cron log" file should be like this:

Extern #1: Starte mailgate
2017-07-21 12:17:55 [10@host-name-lala]
Intern #1: Nichts zu starten
2017-07-21 12:18:01 [@host-name-lala]
Extern #1: Starte watcher
2017-07-21 12:19:02 [@host-name-lala]
Extern #1: Starte planningrecall
2017-07-21 12:20:01 [@host-name-lala]
Extern #1: Starte queuedmail
2017-07-21 12:21:01 [@host-name-lala]
Extern #1: Starte mailgate
2017-07-21 12:22:01 [@host-name-lala]
Extern #1: Starte ticketrecurrent
2017-07-21 12:23:02 [@host-name-lala]
Extern #1: Starte queuedmail
2017-07-21 12:24:01 [@host-name-lala]
Extern #1: Starte mailgate
2017-07-21 12:25:01 [14@host-name-lala]
Intern #1: Nichts zu starten
2017-07-21 12:26:01 [@host-name-lala]
Extern #1: Starte planningrecall
2017-07-21 12:27:02 [@host-name-lala]
Extern #1: Starte queuedmail
2017-07-21 12:28:01 [@host-name-lala]
Extern #1: Starte mailgate
2017-07-21 12:29:01 [@host-name-lala]
Extern #1: Starte queuedmailclean

(each minute)

Last edited by KKAdmin (2017-07-21 12:31:55)


You can mark this threat as [resolved] in subject of your threat. (This is only available edit of the first post.) It is good for users who help others to quickly see which post is still open.
##############################################
GLPI 9.2.3 /Ubuntu 16.04.4 LTS
Apache/2.4.18 (Ubuntu) - PHP 7.0.30-0ubuntu0.16.04.1 - MySQL 5.7.22-0ubuntu0.16.04.1

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#6 2017-07-22 14:57:38

edioilha
Guest
Registered: 2017-06-17
Posts: 11

Re: [SOLVED]SLT-Escalation Levels

Hey there!..

Thank you again KKAdmin
You did help me a lot!!

What a shame!! Shame on me!..

Very simple thing!! its not php7 its php7.0
Screen_Shot_2017_07_22_at_09_13_39.png

In my case its  * * * * *       /usr/bin/php7.0 /var/www/html/glpi/front/cron.php &>/dev/null

Everything is working now!!

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