Forum GLPI-Project

McHenry

Member

Registered: 2024-06-01

Posts: 57

Auto group assignment vs SLA

We have an entity for all support tickets. Some are helpdesk and some are NOC.

I have created a group for NOC tickets to separate them from helpdesk however when tickets are assigned to the NOC group the TTO SLA counter stops as technically the ticket is assigned.

To avoid this problem would it be better to use a new entity for NOC tickets?

We currently have all clients as entities under the support entity and I'd ideally like to not duplicate all clients under another entity such as:

Root => Support => Client A
Root => Support => Client B
Root => Support => Client C

Root => NOC => Client A
Root => NOC => Client B
Root => NOC => Client C

LaDenrée

HELPER

Registered: 2012-11-19

Posts: 6,287

Re: Auto group assignment vs SLA

Did you have a look to OLAs ? this can trigger actions from the time tickets is escalated to Noc group

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