Forum GLPI-Project

din

Member

Registered: 2024-10-21

Posts: 8

Question about how calendar in GLPI works for OLA / SLA notifications

Hello everyone,

We have a GLPI implemented in our company to provide IT services for our clients.
I have almost configured everything in GLPI but there is one thing that I cannot understand how to fix.

GLPI version is 10.0.16 (the latest one)

1. I have a calendar 9/5 which covers the working time: Monday - Friday 06:00 to 15:00 (time is GMT)

2. I have 2 OLA, 1 SLA for all the tickets for one of our clients. 1 OLA is for reaction time (1h and then sends OLA reminder), 1 OLA is for resolution time (4h and then sends OLA reminder), 1 SLA for reaction time (4h and then sends SLA reminder)

Just the example of one of configured reminder, all other reminders are configured as it is described above.

The thing that I cannot understand that I created a ticket for test at Friday at 13:49 GMT time, the first OLA reminder notification should come at 14:49 GMT (15:00 is the end of business day), but it came at 04:03 GMT at Monday. It means that:
1. GLPI ignored about ~10 minutes for OLA reminder and moved it to Monday (it is not so critical as point #2)
2. GLPI doesn't use my calendar 06:00 - 15:00 GMT, because it sent me reminder for Friday ticket at 04:03 GMT when this time is OOH time for my calendar, why does it work like that and it is possible to fix that somehow?
Also as I can see GLPI has already calculated the time when Internal TTO ends - it is 21-10-2024 04:00, it should be 21-10-2024 06:00 (when calendar starts)

Thanks in advance. I am sorry if there is already topic discussed, it would be greatful if you could send me link to that topic.

din

Member

Registered: 2024-10-21

Posts: 8

Re: Question about how calendar in GLPI works for OLA / SLA notifications

And also GLPI calculates the end of Internal TTO incorrectly:
Ticket was created in 18-10-2024 13:48 at Friday (weekends are OOH).
Internal TTR: 21-10-2024 07:00 (pleas see screenshot above), it should be at least 09:00 (OLA reminder goes after 4 hours), but it lost 2 hours at weekends
13:48 at Friday + 4h of calendar = Monday 09:12 GMT (it sent me reminder at 07:00 GMT)

Last edited by din (2024-10-21 09:14:40)

din

Member

Registered: 2024-10-21

Posts: 8

Re: Question about how calendar in GLPI works for OLA / SLA notifications

I think I have resolved my issue.
Maybe it would help somebody:
1. I have configured default calendar for my entity: Administration -> Entities -> <my entity> -> Assistance -> Calendar - I have choosen mine
2. I removed calendar ranges from Root Calendar here: Setup -> Dropdowns -> Calendar -> Default -> Time ranges - Made it empty

I don't know what helped me, but now it calculates good.

Last edited by din (2024-10-22 13:57:48)