1

Topic: Time to react / SLA

Hi,

Version of Glpi 0.80.2 on Debian Squeeze...

Is there a possibility to realise a "time to react" additionally to the "time to solve" in the sla's?
Maybe its planned?

flo

2

Re: Time to react / SLA

...
Is it possible to pay/donate for the development of this function? (Or where is the right place to ask for that?)
We don't have much Web-Coding knowledge here.
I need this functionality for my company (located in Germany) because of our SLA contracts.
If possible, it should be realised in the core and not as plugin because otherwise we would regularly need to adapt the plugin to latest glpi version. I think it could be very usefull for other users too.

Needed Functions:
Display of Dropdown "Time to react" in SLA setting (1 hour to 31 days) -> like time to solve
Display of "Reaction time" in Ticket-Statistics which shows the time needed between opening of the Ticket and changing to Processing
Adding Notification (E-Mail..) If Ticket is in State New and Time to react is getting short.

Flo

3

Re: Time to react / SLA

You can use a standard SLA (time to solve) and set action before "time to react"

Example:
- time to solve : 16h
- time to react : 4h

Time to solve - 14h = time to react -2h

Dév. Fedora 19/20 - PHP 5.6.0-dev - MariaDB 5.5.36 - OCS 2.1 - GLPI SVN
Certifié ITILv3 - RPM pour Fedora, RHEL et CentOS sur http://blog.famillecollet.com/

4

Re: Time to react / SLA

Good idea, we thought about this too.
but this only works if the time to solve value is < 24h, becouse otherwise i cant use this for time to react < 24 h.
Example:
Time to solve 3days
Time to react 4hours not possible -> I can only choose values from whole Days to 23hours (restriction of the dropdown values)
And also this would generate allways alert emails wether i set the ticket to Processing or not (Because of time to solve)

So, is there no possibility to pay/donat for the development of this feature? I really think others would find this usefull too.

Otherwise could you tell me which files i have to look into to edit it by myself?

Flo

5

Re: Time to react / SLA

We could modify the dropdown to not be limited by this but I think it is not the real solution.

Idea is interesting.
Have a time to react on SLA which will raise a specific notification if ticket is always in new status after that time.

Any other opinions ?

Create a ticket to discuss about that : https://forge.indepnet.net/issues/3098

MoYo - Julien Dombre - Association INDEPNET
Contribute to GLPI :    Support     Contribute     References     Freshmeat

6 (edited by florianmann 2011-09-06 10:53:04)

Re: Time to react / SLA

Appriciate fast response!

I'd like to add some information on how i think it could possibly work:

- Adding Dropdown and Label "Time to react" in SLA setting (1 hour to 31 days) Additionally to time to solve Dropdown
- Adding Notification (E-Mail..) If Ticket is in State New and Time to react is getting short. This could be realised by adding a extra Dropdown to the "Add an escalation level" Table in the SLA Setting (values time to react/time to solve) to differ the two states of notifications.
- Display of  Label "Reaction time" in Ticket-Statistics which shows the time needed between opening of the Ticket and changing to Processing by a user

And if its possible the Dropdowns which lets you choose the hours and days could be possibly substituded with three +/- Text fields. Example: +/- Minutes-Text-Field(values 0 to 59)   +/- Hours-Text-Field(values (0 to 23)   +/- Days-Text-Field(values 0 to maybe max integer value) . These would allow more precise Values of the SLA Levels. These fields are for example used by the windows clock if your changig the time manually.

flo

7

Re: Time to react / SLA

do you see the proposal on the ticket.
For information Time to react = take into account in stats

MoYo - Julien Dombre - Association INDEPNET
Contribute to GLPI :    Support     Contribute     References     Freshmeat

8

Re: Time to react / SLA

Dear Teams,
Just wanna know of how to define working hour in ticketing?
For example:
- Working hour is from 8 morning to 5 noon
- working day is Monday to Friday

For time to react / SLA, agree with florianmann
Need notification alert if time is getting short  and also escalation alert notification

eff

9

Re: Time to react / SLA

Hello

I think it would be interesting also the possibility of having the SLAs in minutes and hours. Currently the minimum time is 1 hour.
Is it possible?

Thanks...

IGEN - Imunogenética
São Paulo/SP - Brazil

10

Re: Time to react / SLA

Hi,

Is it possible to pay or donate for the development of the SLA feature?
Where is the right place to ask for the development? Anybody willing to develop this SLA feature?

flo

11

Re: Time to react / SLA

Florianmann i think on  the developpers mailing list it would be the best way.

JMD / Jean-Mathieu Doléans - Glpi-project.org - Association Indepnet
Apportez votre pierre au  projet GLPI   : Soutenir     Contribuer

12

Re: Time to react / SLA

Hi,

How do I set time to react / SLA ?

13 (edited by Daylight 2013-10-08 10:48:19)

Re: Time to react / SLA

Hi

I'm looking for 'Time to React" in SLA? Does anybody know where it is?

Daylight