Hi all,
version 3.0.11
I have two problems
1.) For calculating SLAs I have set a calendar to work 10am to 8pm and mapped it by both service/sla and queue. Raising a new request outside business hours works fine and clock starts only during business hours. Problem is the clock does not stop outside business hours i.e. sla time between 8 pm and 10 am is also added to sla time. Is this how it is supposed to work???
2.) I have set notifications to be sent on sla breach as explained in http://blog.otrs.org/2011/10/17/otrs-ti ... calations/ but am still not able to get the notification mails.(pretty much all other mail notifications work fine)
Please help guys.
SLA calculation and notification problem
Moderator: crythias
Re: SLA calculation and notification problem
somebody help!!
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reneeb
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Re: SLA calculation and notification problem
1) No, it should work. When your business hours are from 10 am to 8 pm, you should check the checkboxes 10, 11, 12, 13, 14, 15, 16, 17, 18, 19
2) Does your generic agent work?
2) Does your generic agent work?
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Re: SLA calculation and notification problem
Hi reneeb,
Thnx for the reply
1.) I have done exactly that. The sla clock does not stop outside business hours.
2.) Do I have to create a job for SLA notifications?? Generic Agent is working for things like deleting tickets etc..
Thnx for the reply
1.) I have done exactly that. The sla clock does not stop outside business hours.
2.) Do I have to create a job for SLA notifications?? Generic Agent is working for things like deleting tickets etc..
-
reneeb
- Znuny guru
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- Joined: 13 Mar 2011, 09:54
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Re: SLA calculation and notification problem
1) mmhhh... that sounds strange. Do you have some Perl know how? Then you could add some debug output to check which calendar is used...
2) Read the blogpost that you have linked in your starting post and have a look at the "Enable Escalation Notification Emails" section.
2) Read the blogpost that you have linked in your starting post and have a look at the "Enable Escalation Notification Emails" section.
Perl / Znuny development: http://perl-services.de
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Re: SLA calculation and notification problem
1.) I would not have posted the query here if i could 
2.) I have followed the instructions in that post to the 'T'.
2.) I have followed the instructions in that post to the 'T'.
Re: SLA calculation and notification problem
Still waiting guys..please help!!