Yes sorry you're right ! I had in my 2 users the mail and now the field requestor is filled by default with the mail and the expected behavior works ! Now i'm going to test IgnoreOnStatus to see if we can stop SLA on specific ticket status.
Many thanks for your time and your advices, it was very helpful. Have a nice day Kind regards / Cordialement *Alexandre Leprevost* Project Engineer / Delivery Team 4 rue de l´Abreuvoir 92 400 Courbevoie France [email protected] Tel : +33 (0)1 75 84 88 98 Fax : +33 (0)9 57 88 09 40 www.efficientip.com 2013/10/1 Ruslan Zakirov <[email protected]> > > > > On Tue, Oct 1, 2013 at 7:14 PM, Alexandre LEPREVOST > <[email protected]>wrote: > >> Ok Ruslan, >> >> We are going to create group/user with no admin right and we'll try it >> again. I hope It will be better. >> > > It's not about rights, it's not about groups. It's about requestors! Open > "Create a new ticket" and find "Requestors" input field. It must be filled > with at least one user when you test and this user must reply at least once > to the ticket for you to see the effect. > > >> >> You were very helpful. If we find something else, we'll contact you. >> >> Many thank you for your help Ruslan ! >> >> Kind regards / Cordialement >> >> *Alexandre Leprevost* >> Project Engineer / Delivery Team >> >> >> 4 rue de l´Abreuvoir >> 92 400 Courbevoie >> France >> [email protected] >> >> Tel : +33 (0)1 75 84 88 98 >> Fax : +33 (0)9 57 88 09 40 >> www.efficientip.com >> >> >> 2013/10/1 Ruslan Zakirov <[email protected]> >> >>> >>> >>> >>> On Tue, Oct 1, 2013 at 6:29 PM, Abdallah TABI <[email protected]>wrote: >>> >>>> I've just created a new ticket at 4:24 PM on Tue with the user admin, >>>> and in the field Due: I got Wed 10:24 AM which is the Resolve time not the >>>> Response time of 15 min setted. >>>> >>>> So, for us at the start the Due time is not what is expected. >>>> >>>> >>> I don't know how else to explain it. SLA extension uses lists of >>> Requestors to decide who is who. If you create a ticket as Admin with Admin >>> user as requestor (this part is VERY important) of the ticket then Admin is >>> the one who requested the ticket and then Reply deadline will be set. >>> >>> >>> >>>> *Abdallah Tabi* Support Team - [email protected] *4 rue de l´Abreuvoir >>>> 92 400 Courbevoie >>>> France >>>> [email protected] >>>> Tel : +33 (0)1 75 84 88 98 >>>> Fax : +33 (0)9 57 88 09 40 >>>> www.efficientip.com* >>>> >>>> >>>> 2013/10/1 Ruslan Zakirov <[email protected]> >>>> >>>>> >>>>> On Tue, Oct 1, 2013 at 6:18 PM, Abdallah TABI <[email protected]>wrote: >>>>> >>>>>> Good afternoon, >>>>>> >>>>>> Thank you for your really quick answer ! >>>>>> >>>>>> Ok let me give you more information. >>>>>> >>>>> >>>>> As I said, your testing setup is wrong. Ticket should have a >>>>> requestor, in your case requestor is empty. >>>>> >>>>> Let me show you two cases: >>>>> >>>>> 1) Staff A creates a ticket with requestor B and says "we talked on >>>>> the phone, here is info you requested..." >>>>> 2) User B creates a ticket with himself as requestor and says "can I >>>>> get some help" >>>>> >>>>> Do you see difference? What you're testing is closer to 1) >>>>> >>>>> To see how it works you need at least two users (with emails defined, >>>>> this will make life easier) and either switch logins or use email >>>>> integration. >>>>> >>>>> -- >>>>> Best regards, Ruslan. >>>>> >>>> >>>> >>> >>> >>> -- >>> Best regards, Ruslan. >>> >> >> > > > -- > Best regards, Ruslan. >
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