I am unable to setup TTO/TTR, I am not able to understand a thing with what to do with escalation thing. I dont know from where to begin with:
My Issues:
1) From where should I begin in order to setup escalation process, I dont get anything from the doc.
2) I dont see the option to get TTO/TTR when ticket is created
3) Cron.php is running but what needs to be done in it any modification.
4) In docs I read trigger class should be Incident / ResponseTicekt but no option is there to select any class with such names while creating triggers
5) What is the use of threshold class then, can is setup TTO/TTR using threshold and how to configure it.
I am grateful for any assistance.
Last edit: Parimal 2015-08-13
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You need setup in Service Management the SLT and SLA itens. This two its the start to make TTO/TTR work. And setup all this Management like: Services, Providers Contracts, Clients Contracts. Run some tests.
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Thanks for reply Thiago, Please see the config setup I did for SLA, SLT now what next needs to be done in order to get TTO/TTR running and getting notification for the same b'coz now I am getting this report when creating User Request
SLA report
SLA tto passed : no
SLA tto over: 0s
SLA ttr passed: no
SLA ttr over: 0s
SLA: New SLA
Properties SLTs (1) Customer contracts (1) History
Name : New SLA
Organization: Company Name
description:
SLT: Test SLT
Name: Test SLT
Priority: high
Request type: service request
Metric: TTO
Value: 2
Unit: minutes
2) Also assist me : while creating triggers should I use Type as threshold or enter a stat, and what should be the class of trigger.
3) Where to set time for TTO / TTR
Last edit: Parimal 2015-08-13
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2) Also assist me : while creating triggers should I use Type as threshold or enter a stat, and what should be the class of trigger.
This is my trigger on bronze SLA
Description Ticket not Solved
Target class User Request (select incedent if you need this trigger for incedent)
Filter SELECT UserRequest WHERE status = 'escalated_ttr'
State escalated_ttr
3) Where to set time for TTO / TTR
Service management - > SLTs
You can create new or modify old one.
Name whatever
Priority whatever
Request type incedent or user request
Metric tto or ttr (TTOwn or TTResolve)
Value Here is a time interval
Unit hours minutes select this for Value
Last edit: Marat Isyanov 2015-08-27
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I'm still trying to figure this out my self. So far I haven't been able to get this to work. Like you I have cron.php configured. I've also got SLA & SLT's configured. The TTR doesn't change.
If I figure it out I'll let you know. The search goes on.
If you would like to refer to this comment somewhere else in this project, copy and paste the following link:
I am unable to setup TTO/TTR, I am not able to understand a thing with what to do with escalation thing. I dont know from where to begin with:
My Issues:
1) From where should I begin in order to setup escalation process, I dont get anything from the doc.
2) I dont see the option to get TTO/TTR when ticket is created
3) Cron.php is running but what needs to be done in it any modification.
4) In docs I read trigger class should be Incident / ResponseTicekt but no option is there to select any class with such names while creating triggers
5) What is the use of threshold class then, can is setup TTO/TTR using threshold and how to configure it.
I am grateful for any assistance.
Last edit: Parimal 2015-08-13
You need setup in Service Management the SLT and SLA itens. This two its the start to make TTO/TTR work. And setup all this Management like: Services, Providers Contracts, Clients Contracts. Run some tests.
Thanks for reply Thiago, Please see the config setup I did for SLA, SLT now what next needs to be done in order to get TTO/TTR running and getting notification for the same b'coz now I am getting this report when creating User Request
SLA report
SLA tto passed : no
SLA tto over: 0s
SLA ttr passed: no
SLA ttr over: 0s
SLA: New SLA
Properties SLTs (1) Customer contracts (1) History
Name : New SLA
Organization: Company Name
description:
SLT: Test SLT
Name: Test SLT
Priority: high
Request type: service request
Metric: TTO
Value: 2
Unit: minutes
2) Also assist me : while creating triggers should I use Type as threshold or enter a stat, and what should be the class of trigger.
3) Where to set time for TTO / TTR
Last edit: Parimal 2015-08-13
2) Also assist me : while creating triggers should I use Type as threshold or enter a stat, and what should be the class of trigger.
This is my trigger on bronze SLA
Description Ticket not Solved
Target class User Request (select incedent if you need this trigger for incedent)
Filter SELECT UserRequest WHERE status = 'escalated_ttr'
State escalated_ttr
3) Where to set time for TTO / TTR
Service management - > SLTs
You can create new or modify old one.
Name whatever
Priority whatever
Request type incedent or user request
Metric tto or ttr (TTOwn or TTResolve)
Value Here is a time interval
Unit hours minutes select this for Value
Last edit: Marat Isyanov 2015-08-27
I just want to know how to set time for TTO (time to own).
Thankyou for the help.
I'm still trying to figure this out my self. So far I haven't been able to get this to work. Like you I have cron.php configured. I've also got SLA & SLT's configured. The TTR doesn't change.
If I figure it out I'll let you know. The search goes on.
Hi,
I don't know if you still looking for a solution, but i followed this wiki https://wiki.openitop.org/doku.php?id=extensions:sla-computation_2_1&s[]=coverage&s[]=window and it worked may be you should take a look at it. The combodo wiki is great.
Hi,
I would like to know how to dispaly the values of TTO & TTR in the itop portal user form ?
Your help is very important please !
Thanks !!!!
Hi, is this possible? to see TTO and TTR values as portal user?
thanks
Hi Stanislav,
Yes, you can change the portal forms to display it. Check the online documentation for how to customize the end-user portal.