GLPI9.5.8 SLA Notifications not sending Email

supertramp4 · 2022-07-28 17:18:16

Hi,
I have setup a Service Level and have 2 escalations for a -1hour, and a -30 min, both Active, with
Criteria : Technician does not exist = yes
Action : Automatic reminders of SLA = Send

The Automatic action ( slaticket ) is triggering correctly, and at the correct time, is showing that
2022-07-28 15:55 0.018 seconds 1 Action completed, fully processed

In Notifications ( Ticket Recall ), is enabled, and linked to event "Automatic reminder of SLA's", and the recipients is set to a group ( which i know works with other tickets)

In the ticket : The SLA is linked and if you hover over the SLA 'i' it shows the SLA, and the next escalation is all correctly linked, and the times are right.

However Nothing is sent for this event.
All other notifications using the same notification template of "Ticket" works correctly.

I have set logging to 5, and there is nothing in PHP_Errors.log

Any thoughts how i can resolve / debug this further ?

cconard96 · 2022-07-29 03:30:17

Do the notifications show up in the queue (Administration > Notification queue)?
What recipients are configured for this notification?

supertramp4 · 2022-07-29 09:30:58

Hi cconard96,
1) No there are no notifications sent. I also checked the notification Queue Trash, and nothing related to this event.
2) The Recipients was set to "Group:New Ticket", which comprises of 2 users, and this group is also used for the "New Ticket" notification ( and works)
3) i have just tried setting the "Ticket Recall" recipients to "Administrator", "Recipient", and also the "Group:New Ticket", reset the ticket open date, and SLA Date, and the SLATicket has correctly fired
2022-07-29 08:12 0.140 seconds 1 Action completed, fully processed

but no-emails sent.

The Ticket Recall is setup as follows :
Active : Yes
Allow Response : Yes
Type : Ticket
Event : Automatic reminder of SLA's

Template : Ticket

Still no errors in PHP_Errors.log

cconard96 · 2022-07-30 13:26:03

Since they are being queued, there may be more information in the other log files like mail.log, mail-debug.log, or mail-errors.log in the same folder.

supertramp4 · 2022-07-30 18:12:10

Hi cconard96,
Sorry, you have misread my comment.
There is Nothing is the notifications. There is nothing is any of the mail.log, mail-debug.log, or mail-errors.log
Are there any flags in the database that would prevent a Ticket Recall notification being sent? Is there any SQL i can check to see what GLPI should be sending

cconard96 · 2022-07-30 23:32:24

Indeed, I misread it.
I don't know, at this time, what else could be blocking this specific notification type.

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#1 2022-07-28 17:18:16

GLPI9.5.8 SLA Notifications not sending Email

#2 2022-07-29 03:30:17

Re: GLPI9.5.8 SLA Notifications not sending Email

#3 2022-07-29 09:30:58

Re: GLPI9.5.8 SLA Notifications not sending Email

#4 2022-07-30 13:26:03

Re: GLPI9.5.8 SLA Notifications not sending Email

#5 2022-07-30 18:12:10

Re: GLPI9.5.8 SLA Notifications not sending Email

#6 2022-07-30 23:32:24

Re: GLPI9.5.8 SLA Notifications not sending Email

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