Forum GLPI-Project

Niksea

Member

Registered: 2024-01-15

Posts: 2

SLA doesn't work as expected

Hi all!

Please help me with the following problem:

any rule I create in "service levels" after the TTO expires is not executed.

I started by studying the logic of how SLA works in GLPI and re-read all the topics on this forum on settings and watched videos on YouTube.

The first rule I used was "Automatic reminders of SLA" in "service levels".

I already checked "Ticket recall" in Notifications and add additional recipients for testing.

When i created test ticket, i see that SLA in works.
after SLA end i see changed picture SLA in TTO and application process diagram in Statistic of ticket

In automatic action log slaticket i see "1    Action completed, fully processed"

But no one receives any letters. I saw logs and queue is empty.

I tried setting an expiration action in the service levels: “add observer”, “change status”, etc. but unsuccessful, actions are not performed after the SLA expires

Main version: GLPI 10.0.6
Tested already: GLPI 10.0.11 (no effect)

I would really appreciate any advice, thanks for a great product!

Niksea

Member

Registered: 2024-01-15

Posts: 2

Re: SLA doesn't work as expected

Hi all!

There was no problem, I just added the technical support group as responsible by the rules, so the rule did not work. I left the field empty - it worked great! Sorry for the noise.