i'm using itop 2.0.3 and I want to get notifications as soon as a ticket reaches the tto deadline. Unfortunately this only works with service requests created via the portal and not with tickets created via E-mail.
I have setup SLA's, Slt's with TTO and TTR deadline, Customer Contracts, Service, Service Subcategory, Delivery Models, Organization and the cron job.
Does anyone experience the same issue or do you know how to fix this?
Thank you for your help and support!
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Hi,
i'm using itop 2.0.3 and I want to get notifications as soon as a ticket reaches the tto deadline. Unfortunately this only works with service requests created via the portal and not with tickets created via E-mail.
I have setup SLA's, Slt's with TTO and TTR deadline, Customer Contracts, Service, Service Subcategory, Delivery Models, Organization and the cron job.
Does anyone experience the same issue or do you know how to fix this?
Thank you for your help and support!
fixed it, i forgot to create tto's with different priority states.