SLA notifications
Moderator: crythias
SLA notifications
Can anyone please explain how we can activate SLA notifications..?
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andersonserra
- Znuny newbie
- Posts: 25
- Joined: 12 Aug 2010, 22:03
- Znuny Version: otrs 3.0.11
- Real Name: Anderson Serra
- Company: Point of Presence of RNP in Maranhao - PoPMA-RNP
- Location: São Luís - Maranhão, Brazil
- Contact:
Re: SLA notifications
what is your version OTRS?
you can active directly for web via Sysconfig>>Core::Ticket
you can active directly for web via Sysconfig>>Core::Ticket
Anderson Serra
Networks analyst at RNP - Brazil
Networks analyst at RNP - Brazil
Re: SLA notifications
Hi andersonserra,
Thanx for your reply. I am currently using 3.0.10 helpdesk and 3.0.5 itsm.
Do you mean Ticket::EventModulePost###900-EscalationIndex ? This is already set.
OR Ticket::EventModulePost###500-NotificationEvent
Thanx for your reply. I am currently using 3.0.10 helpdesk and 3.0.5 itsm.
Do you mean Ticket::EventModulePost###900-EscalationIndex ? This is already set.
OR Ticket::EventModulePost###500-NotificationEvent
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andersonserra
- Znuny newbie
- Posts: 25
- Joined: 12 Aug 2010, 22:03
- Znuny Version: otrs 3.0.11
- Real Name: Anderson Serra
- Company: Point of Presence of RNP in Maranhao - PoPMA-RNP
- Location: São Luís - Maranhão, Brazil
- Contact:
Re: SLA notifications
Hi,
first search the section SysConfig, after go to modules group TICKET choosing the option Core::Ticket, enable Ticket::Service option. After you need to create a new service or to choose any service existing. Create a SLA for service and set this option according your will.
Anderson Serra
OTRS - 3.0.11 (Ubuntu server 10.4)
first search the section SysConfig, after go to modules group TICKET choosing the option Core::Ticket, enable Ticket::Service option. After you need to create a new service or to choose any service existing. Create a SLA for service and set this option according your will.
Anderson Serra
OTRS - 3.0.11 (Ubuntu server 10.4)
Anderson Serra
Networks analyst at RNP - Brazil
Networks analyst at RNP - Brazil
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yuri0001
- Znuny superhero
- Posts: 630
- Joined: 17 Mar 2011, 14:40
- Znuny Version: 5.0.6
- Real Name: Yuri Kolesnikov
- Location: Russia
Re: SLA notifications
In addition - assign service to customer or to ticket. You can assign the default service for customer.
Best regards Yuri Kolesnikov
OTRS 5.0.14, ITSM 5.0.14
SUSE 13.2, MariaDB 10.0.22(productive)
OTRS 5.0.14, ITSM 5.0.14(test)
OTRS 5.0.14, ITSM 5.0.14
SUSE 13.2, MariaDB 10.0.22(productive)
OTRS 5.0.14, ITSM 5.0.14(test)
Re: SLA notifications
Thnx for your reply guys.
These settings are already in place. I have created services, sla's and linked them to customers.SLA's can be selected when creating a ticket and they show a negative count when breached.Also I have selected them to send notifications at a certain %. Could it be related to some other notification settings? Because some other notifications worked directly after I set postmaster email ids with pop3 and one in sys config->framework->core:sendmail using smtp.
These settings are already in place. I have created services, sla's and linked them to customers.SLA's can be selected when creating a ticket and they show a negative count when breached.Also I have selected them to send notifications at a certain %. Could it be related to some other notification settings? Because some other notifications worked directly after I set postmaster email ids with pop3 and one in sys config->framework->core:sendmail using smtp.
Re: SLA notifications
Front end::NotifyModule5-Ticket::Ticket Escalation. Enabling this setting provides the notifications. 