[9.1.2] wrong sla escalation - supplier assigned

[Armin83]

I have the following. SLT escalation for time to solve. The ticket have a supplier assigned so i should no get a email.

SLT
Child entities
No  
Name  Comments  
SLA Silber 
Last update 25-06-2015 14:38 
Type 
… Time to resolve 

Maximum time 
… 12 

… Hours 

Created on 18-11-2016 16:33
Last updated on 25-06-2015 14:38

` Add an escalation level Name Execution … - 12 hours Active … Yes Actions Name Execution Active Noch-nicht-gelöst - 4 hours 0 minutes Yes Criteria Criterion Condition Reason Technician exists Yes Status is not Pending Status is not Processing (planned) Assigned to a supplier is N/A Criterion Condition Reason Actions Fields Action type Value Automatic reminders of SLT Send Yes Fields Action type Value

`

If i search for this combination i got no tickets in my system, but i got a escalation. I should not get a escalation if a supplier is assigned.

[Armin83]

@orthagh Is this a known bug or does this filter don't work correct ?

[bobogner]

Very similar problem here. I have SLA / SLT defined to follow several of my ITIL categories.

Configuration:

• SLT to escalate to my subordinate if service is 10 minutes late.
• SLT to escalate to me if service is 20 minutes late.
• slaticket job (automatic actions) runs every 15 minutes.

Problem: SLA constantly sends mails as if ticket has been Updated and the ticket is not updated! SLA has been started and it works but it sends mail as if the ticket has been changed. SLA has not made any changes to the ticket yet the mail of an update has been sent. This is very frustrating and my GLPi has become a spamming service. Sending SLA remnider has the sam effect. Please help!

[Armin83]

2017-05-02 16:00:02 [@myhostname] *** MySQL query error: SQL: INSERT INTO glpi_slalevels_tickets (date,slalevels_id,tickets_id) VALUES (\'2017-05-02 15:59:38\',\'1\',\'4178\') Error: Duplicate entry '4178-1' for key 'unicity' Backtrace : inc/commondbtm.class.php:436 inc/commondbtm.class.php:852 CommonDBTM->addToDB() inc/slt.class.php:928 CommonDBTM->add() inc/slalevel_ticket.class.php:217 SLT->addLevelToDo() inc/slalevel_ticket.class.php:133 SlaLevel_Ticket::doLevelForTicket() : SlaLevel_Ticket::cronSlaTicket() inc/crontask.class.php:832 call_user_func() front/cron.php:88 CronTask::launch()

[github-actions[bot]]

There has been no activity on this issue for some time and therefore it is considered stale and will be closed automatically in 10 days.

If this issue is related to a bug, please try to reproduce on latest release. If the problem persist, feel free to add a comment to revive this issue. If it is related to a new feature, please open a topic to discuss with community about this enhancement on suggestion website.

You may also consider taking a subscription to get professionnal support or contact GLPI editor team directly.