Hi Julien! Thanks for the help! The thing is... The requester (one of our clients, simple user...) opens a request (which is a simple request), when the ticket is listed on the pool, someone (Technician, Administrator, Super-Admin) must get it and work on the case.
Here is an example. I get the ticket on the pool (opened by a requester), I see the option (Assign SLA...), I click on it and it should appear the SLA I created on the configuration menu but it does not appear on the list. If the ticket is opened by the hotline support, we can change the SLA, we can delete it we can do what we want but not every ticket will come from the hotline don't you agree? Thanks man! Leonardo Dourado From: Glpi-user [mailto:glpi-user-boun...@gna.org] On Behalf Of Julien Dombre Sent: segunda-feira, 17 de março de 2014 13:52 To: glpi-user@gna.org<mailto:glpi-user@gna.org> Subject: Re: [Glpi-user] Issues with ticket openned by user (Requester) - SLA Hi, SLA have not been implement to be set by a simple requester. SLA is a part of a service contract. Contract passed between the support service and the users. Asisgning a SLA to a request may not be manually set up by a requester by based on specific rules (H+4 for this appliation, J+1 for this group of users). So SLA assignment have been done to be made using business rules engine. After the initial set up we have permit to advanced users (hotliner...) to set up the SLA attached to a request and permit to define SLA on ticket templates. Regards Julien Dombre Le 17/03/2014 04:07, leonardo.dour...@itrace.com.br<mailto:leonardo.dour...@itrace.com.br> a écrit : Hello there! Could please anyone let me know why I can't assign a SLA to a ticket if the request is opened by an user with profile requester? I only can assign/modify the SLA if the ticket is opened by the attendant or anyone except the requester. Thanks a lot! Leonardo Dourado _______________________________________________ Glpi-user mailing list Glpi-user@gna.org<mailto:Glpi-user@gna.org> https://mail.gna.org/listinfo/glpi-user
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