[SLA/OLA] Can an OLA exist with a TTO without a TTR

Rafumel1774 · 2022-09-22 13:47:22

Can an OLA exist with a TTO without a TTR?
Meaning:
I have setup a service level named "Example" (calendar 24/7) that only contains a OLA named "Take over after X days" (Type: time to own; maximum time 20minutes) with an escalation level named "set priority" (-10 minutes; active yes, criteria none; action: set priority high).
Also I have a rule active that adds the OLA to new tickets.
I can see in the ticket that the OLA is attached but after the time is passed nothing happens.
What is wrong?

LaDenrée · 2022-09-22 13:50:03

glpi version ? windows server or linux server ?
did you setup automatic task [OLAticket] .
witch mode ? CLI or GLPI, have you set cron task ?

Rafumel1774 · 2022-09-22 13:56:33

Ah forgot. When ur long into an issue you forget the basics.
GLPI 10.0.2
Debian Linux
Automatic task is active on CLI and is running every 5 minutes.
System is alive a long time all crons are CLI and are working fine.

Rafumel1774 · 2022-09-22 14:36:10

service level named "Example" (calendar 24/7) that only contains a OLA named "Take over after X days" (Type: TIME TO RESOLVE; maximum time 20minutes) with an escalation level named "set priority" (-10 minutes; active yes, criteria none; action: set priority high).

That seems to work. But I dont want to enforce a TTR (should not appear in stats or elswhere).

Seems that in OlaLevel_Ticket.php
if (
!(($olaType == SLM::TTO)
&& ($ticket->fields['takeintoaccount_delay_stat'] > 0))
) {
**do rules**

It only works for SLA. I am very confused - what am i overlooking?

Rafumel1774 · 2022-09-22 15:02:16

Ok I think a I am a huge step further. I got it working - sort of. What I didnt know was that a group is also considered an "ownership" thus my rule automatically assigned the ticket to a group (team) and thus the OLA didnt work. Problem is that we need to keep the structure with the groups and still want to use the OLA...

LaDenrée · 2022-09-22 15:03:44

look at ticket statistic tab :
you should see a timeline : is the ticket taken into account before ola time ?

Rafumel1774 · 2022-09-22 15:41:48

Well.. yes! When a ticket is created it is immediately taken into account. Is that a bad thing / wrong? Seems that I have to read a bit more about that, but I count find anything about it here https://glpi-install.readthedocs.io/en/ … index.html - do you have some docs on it?

LaDenrée · 2022-09-22 15:53:08

how do you create tickets :

helpdesk+template with preassigned tecnicians ?
mailgate+business rules ?
form creator with target tickets ?

Rafumel1774 · 2022-09-22 16:38:21

helpdesk+template with preassigned tecnicians ?
Yes, helpdesk with a template which sets mandatory fields (title,desc,prio)
mailgate+business rules ?
Yes, mailgate too with businessrules that assign every ticket to a category, group, priority, location, and ola
form creator with target tickets ?
No

Rafumel1774 · 2022-09-26 19:53:27

I've added a rule that "resets" the take into account and informed the team.
Solved. Thank you for your support!

CoRwInS · 2022-10-18 19:52:20

Good afternoon.
Please describe your rule that works with OLA.

Rafumel1774 · 2022-10-18 20:40:13

What do you mean? The rule that assigns the OLA to a ticket or the rule that resets the time taken into account?

CoRwInS · 2022-10-19 18:42:59

A rule that resets the time taken into account?
I wanted to find out in more detail the solution to this comment "I've added a rule that "resets" the take into account and informed the team."

I have a similar problem when assigning OLA. When assigning a group of performers to a ticket, the OLA is considered executed, without reaction to the ticket.
Applications come from both the mail collector and GLPI.

Last edited by CoRwInS (2022-10-19 18:44:41)

Rafumel1774 · 2022-10-19 21:37:27

Name: Attach OLA
Logical: and
use rule for: add
criteria Title is not
actions: OLA Time to Own - Assign - myrule; Take into account delay - Do not calculate - Yes

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#1 2022-09-22 13:47:22

[SLA/OLA] Can an OLA exist with a TTO without a TTR

#2 2022-09-22 13:50:03

Re: [SLA/OLA] Can an OLA exist with a TTO without a TTR

#3 2022-09-22 13:56:33

Re: [SLA/OLA] Can an OLA exist with a TTO without a TTR

#4 2022-09-22 14:36:10

Re: [SLA/OLA] Can an OLA exist with a TTO without a TTR

#5 2022-09-22 15:02:16

Re: [SLA/OLA] Can an OLA exist with a TTO without a TTR

#6 2022-09-22 15:03:44

Re: [SLA/OLA] Can an OLA exist with a TTO without a TTR

#7 2022-09-22 15:41:48

Re: [SLA/OLA] Can an OLA exist with a TTO without a TTR

#8 2022-09-22 15:53:08

Re: [SLA/OLA] Can an OLA exist with a TTO without a TTR

#9 2022-09-22 16:38:21

Re: [SLA/OLA] Can an OLA exist with a TTO without a TTR

#10 2022-09-26 19:53:27

Re: [SLA/OLA] Can an OLA exist with a TTO without a TTR

#11 2022-10-18 19:52:20

Re: [SLA/OLA] Can an OLA exist with a TTO without a TTR

#12 2022-10-18 20:40:13

Re: [SLA/OLA] Can an OLA exist with a TTO without a TTR

#13 2022-10-19 18:42:59

Re: [SLA/OLA] Can an OLA exist with a TTO without a TTR

#14 2022-10-19 21:37:27

Re: [SLA/OLA] Can an OLA exist with a TTO without a TTR

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