Service Level Agreement Glpi

I`ll close this problem, but you could add an input to suggest.glpi-project.org to track your needs. I created a ticket with TTO SLA test applied to the tool board it shows the climbing information that is perfect, now you see the next screenshot, when the climbing time is reached, it should have the next climbing level set at 10 min, but once the 1st stage of climbing is reached, it becomes empty. Under Automatic Action sLA initiates the order at the escalation period, but no action happens (in this case, I should have received the SLA memory. but no reminder is sent). I have tried to have many different actions like changing the type of incident ticket in demand, changing effects, etc., but no action occurs during the climbing period and after the first escalation time to own does not deal with the additional escalations attached. Similarly, I set up another level of climbing under SLA Test TTO with a time of 10 minutes with the same criteria and actions. ALS (nopage>Tables:See nopage>Ticket:See also Ticket Life Cycle, Priority Calculation Matrix, SolutionsService Level Agreement) or Service Level Agreements are a concept introduced by ITIL. This concept defines the relationship between the helpdesk service and applicants considered clients. In particular, it allows us to set maximum response times for a ticket and the actions taken to meet these deadlines. Hello @roshanroche, after github.com/glpi-project/glpi/blob/9.3/bugfixes/inc/slalevel_ticket.class.php?utf8%E2%9C%93-L212 I would like to submit a (large) proposal.

Let`s review the sla (move and a lot of tables), it would be relevant to review the notion of sla as it exists in glpi. A Service Level Agreement (SLA) is the formalization of a negotiated contract between ServiceDesk and the customer defining the expected level of service and therefore at the maximum time to resolve an incident or a request (J-1, H-4…). The object, currently called ALS, in fact, is rather part of it. If you sell (or we) a service contract, it often contains (I guess) several levels of service. Those that are caused by ticket characteristics (emergency, category, etc.). The next step is only applied if the ticket is not “taken into account.” Currently, the object so named in glpi concerns rather parts of sla. When you (or we) sell a service contract, it often contains (suppose) several service levelxs. These are triggered by ticket characteristics (emergency, category, etc.).

One point: why a connection table between glpi_slas and glpi_slts? A single slt could be in different sla? I created a climbing plan under this SLA called TTO1 Hi, Glpi 9.3RC2 i create a Service Level SLM under it created sLA TTO with own time and running time in 10 minutes under execution I choose the execution as time to own (10 min.) Technician criteria does not exist and action automatically sends ALS memory. The result must be sent up to 10 minutes of automatic memory. but no recollection is sent in the actual scenario. After testing with different criteria and actions, I found that in the time of not having execution, it really happens. but under time to resolve all executions occurs in order. I checked this problem at 9.2.3 with the same result. This problem also exists on 9.1.x I will paste screenshots if necessary. Actions will be triggered based on deadlines related to the ticket processing deadline. These actions are called escalations. If the status of the ticket is new, all versions occur.

. So the time of possession basically only works if the ticket status is new? Having time should also work if a ticket is allocated to a group and the group technicians do not allocate the tickets themselves in time to their own time frame. This would simplify the reading and management of these parts. It would also open a door to financial management of contracts.

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