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Hello,
I tried automatic action for SLA own and resolve but not getting an email.
The email for other things like ticket create, close, etc. is working fine.
I am using GLPI 9.2
The steps I follow are :
Step 1 : Notification > Notification templates > Create template
Step 2 : Notification > Notifications > Create Notification
Name : SLA Remainder
Active : Yes
Type : Ticket
Event : Automatic remainders of SLA's
Step 3 : Notification > Notifications > Edit "SLA Remainder"
Assign -> template
Recipient -> Added all recipient
Step 4 : Service Levels > Create "General SLA" > Edit "General SLA"
SLA -> Add "SLA Own" and "SLA Resolve"
Step 5 : Tickets > Create Ticket
Time to own : "SLA Own"
Time to resolve : "SLA Resolve"
Title : "Test SLA"
Description : "Test SLA"
Thank you
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Step 4 a)
You have to define escalation in
Service Levels > select "General SLA" > select "General SLA" SLA -> select "SLA Own" -> escalation -> create escalation
You can read more about that in this threat https://forum.glpi-project.org/viewtopic.php?id=164062
Last edited by KKAdmin (2018-08-23 22:05:57)
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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This automation will run once an hour and send an email to any of your support staff who have conversations that are within 2 hours of breaching their next SLA target.
Last edited by zoziano (2018-10-08 21:24:54)
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zoziano: no spam in this forum otherwise I banished you
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