Forum GLPI-Project

yuki555

Member

Registered: 2023-02-15

Posts: 16

Breached SLA of pending tickets

Hello,

GLPI 10.0.15.
I created notification that triggered by event "Automatic reminder of SLAs". It should send email notifications for tickets when their SLA is expired. It's working, but also it sent emails about expired SLA for tickets while they are on pending status (and TTR not exceeded). For these tickets such parameters as "Time to resolve exceeded" and "Internal time to resolve exceeded" are "No".
Please advise which ticket parameters are taken into account when "Automatic reminder of SLAs" event occurs, and how to fix the issue.
Thank you in advance