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#1 2018-07-20 14:10:15

ashishjha091994
Member
Registered: 2018-07-19
Posts: 22

sla esclation mail not working

Hi,
I am using GLPI-9.2.4  and i want to get mail when sla resolve time exceed(or sla is breached).
I have done all configuration for sla automatic reminder and  mail fetch everything working fine but only problem in sla esclation mail, please help as soon as possible.

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#2 2018-07-20 15:57:02

KKAdmin
Member
From: Germany
Registered: 2010-03-05
Posts: 959

Re: sla esclation mail not working

We need sreenshots or description from your configuration. (in my 9.2.3 glpi all works fine and i did not read about errors in 9.2.4 so i believe its a configuration problem.)


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.
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GLPI 9.3.3

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#3 2018-07-23 06:57:26

ashishjha091994
Member
Registered: 2018-07-19
Posts: 22

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#4 2018-07-23 13:13:57

ashishjha091994
Member
Registered: 2018-07-19
Posts: 22

Re: sla esclation mail not working

Hi,

Any update......

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#5 2018-07-23 18:27:43

KKAdmin
Member
From: Germany
Registered: 2010-03-05
Posts: 959

Re: sla esclation mail not working

In rule:
You assign only tts but not tto.

In escalation:
I see only a escalation for tto but i think tto is not assign. Can you provide screenshot from test ticket to approve this.
Maybe you have a escalation for tts but i can't see it in your pictures.


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 9.3.3

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#6 2018-07-24 06:20:54

ashishjha091994
Member
Registered: 2018-07-19
Posts: 22

Re: sla esclation mail not working

Hi,
Please check the following..
https://ibb.co/ehgMio
https://ibb.co/eqU7Oo

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#7 2018-07-24 20:51:25

KKAdmin
Member
From: Germany
Registered: 2010-03-05
Posts: 959

Re: sla esclation mail not working

Do you did this configuration now or did we only not have them ?`

If you did the configuration know your test is wrong because the sla escalation only work with ticket in state processing / new.

please check if the task is in stuck
Setup -> automatic task  -> Sla reminder.
check
1. time to run,
2. status,
3. and last time


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 9.3.3

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#8 2018-07-25 06:32:21

ashishjha091994
Member
Registered: 2018-07-19
Posts: 22

Re: sla esclation mail not working

Hi,

I try this also not working please help .

https://ibb.co/jkPLdo
https://ibb.co/dpYwJo

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#9 2018-07-25 17:54:15

KKAdmin
Member
From: Germany
Registered: 2010-03-05
Posts: 959

Re: sla esclation mail not working

Oh sorry i read your escalation description not deep enough you are not allowed to have a technician please create a new ticket without technician assigned. (In this case your ticket have the status new thats ok)
In the case https://ibb.co/jkPLdo it is correct. Technician is assigned so the reminder don't send a mail. (tts is not assigned but it is easier to do one and then you can do the second one alone wink or we will find a bug.

who is the recipient of sla reminder in your system ?
(Home - Setup - Notifications - Notifications - Default name "ticket recall" - recipients) In youre case technician could not work!


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 9.3.3

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#10 2018-07-25 20:51:57

ashishjha091994
Member
Registered: 2018-07-19
Posts: 22

Re: sla esclation mail not working

hi,

if u have any working example can u share with me all configuration with me .
Because i tried everything which i got from glpi forum but still not working , please help me to fix this if it is bug.

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#11 2018-08-01 07:10:01

ashishjha091994
Member
Registered: 2018-07-19
Posts: 22

Re: sla esclation mail not working

hi,
any update

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#12 2018-08-02 00:40:42

KKAdmin
Member
From: Germany
Registered: 2010-03-05
Posts: 959

Re: sla esclation mail not working

maybe on friday i have time to do that


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 9.3.3

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#13 2018-08-03 08:08:22

ashishjha091994
Member
Registered: 2018-07-19
Posts: 22

Re: sla esclation mail not working

ok .
if you have completed , please help me as soon as possible.

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#14 2018-08-06 12:26:09

ashishjha091994
Member
Registered: 2018-07-19
Posts: 22

Re: sla esclation mail not working

hi ,

any update .......

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#15 2018-08-22 21:39:03

KKAdmin
Member
From: Germany
Registered: 2010-03-05
Posts: 959

Re: sla esclation mail not working

I record a video for you but with 9.3.0 it did not work. If i get a reminder on my production system (9.2.3) the next days i will take the backup from last day it will restore it in the 9.3.0 test sytem after this i will know if it is a bug


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 9.3.3

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#16 2018-08-23 22:13:00

KKAdmin
Member
From: Germany
Registered: 2010-03-05
Posts: 959

Re: sla esclation mail not working

Not sure want i did yesterday but with my production config it works also with 9.3.0 without problems.


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 9.3.3

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#17 2018-08-23 22:29:50

KKAdmin
Member
From: Germany
Registered: 2010-03-05
Posts: 959

Re: sla esclation mail not working

i have same configuration....

1. the second escalation without values have no function https://ibb.co/iLKFPJ please delete "tt02". Maybe it kills the process and tt01 don't work...
2. the criteria sla time to own = "test tto" from tt01 is not necessary but should be no problem. You should delete it for further test. like this https://i.imgur.com/xWq5EfI.png

Last edited by KKAdmin (2018-08-23 22:32:33)


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 9.3.3

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