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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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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.)
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GLPI 9.3.3
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Hi,
This is my configuration. Please open the following url.
https://ibb.co/kSrOBy
https://ibb.co/iLKFPJ
https://ibb.co/jdJydd
https://ibb.co/eZYydd
https://ibb.co/mJLGWy
https://ibb.co/mUNKjJ
https://ibb.co/cHq0ry
https://ibb.co/bzRUjJ
https://ibb.co/fGmZJd
https://ibb.co/erCVry
https://ibb.co/mfOQPJ
Last edited by ashishjha091994 (2018-07-23 07:36:09)
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Hi,
Any update......
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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.
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GLPI 9.3.3
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Hi,
Please check the following..
https://ibb.co/ehgMio
https://ibb.co/eqU7Oo
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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
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GLPI 9.3.3
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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 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!
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GLPI 9.3.3
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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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hi,
any update
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maybe on friday i have time to do that
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GLPI 9.3.3
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ok .
if you have completed , please help me as soon as possible.
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hi ,
any update .......
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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
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GLPI 9.3.3
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Not sure want i did yesterday but with my production config it works also with 9.3.0 without problems.
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GLPI 9.3.3
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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.
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GLPI 9.3.3
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