Service Level Agreement do not filter automatically
Moderator: crythias
Service Level Agreement do not filter automatically
Hello guys,
I have a problem here in OTRS 5, referring to SLA, I already searched for this, but I can't found what I need.
My problem is this, when I'll create a ticket, I need select the SLA and I'm using client "NORMAL" and "VIP", and when selected the user, the SLA get automatically the correct type (NORMAL or VIP), but since yesterday, something is wrong, because it only works for user in database, not for users from AD (active directory), allowed select a SLA "NORMAL" for a user "VIP" for example.
I already look the ACLs, I deleted to take a test, and stoped works to user in database too, so I realized the ACLs still works, so I created again, but the problem continue for users from AD, someone already had this problem or has any idea to fix this, can you give me the stones's path? I'm already lost here.
Thank you all!
I have a problem here in OTRS 5, referring to SLA, I already searched for this, but I can't found what I need.
My problem is this, when I'll create a ticket, I need select the SLA and I'm using client "NORMAL" and "VIP", and when selected the user, the SLA get automatically the correct type (NORMAL or VIP), but since yesterday, something is wrong, because it only works for user in database, not for users from AD (active directory), allowed select a SLA "NORMAL" for a user "VIP" for example.
I already look the ACLs, I deleted to take a test, and stoped works to user in database too, so I realized the ACLs still works, so I created again, but the problem continue for users from AD, someone already had this problem or has any idea to fix this, can you give me the stones's path? I'm already lost here.
Thank you all!
-
- Znuny wizard
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- Joined: 20 Sep 2010, 16:54
- Znuny Version: OTRS 6 CE
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Re: Service Level Agreement do not filter automatically
I guess you have some attribute for customers which is mapped in dynamic field. And an ACL sets dependencies between SLA and dynamic field. Please check that your customers (from AD and internal DB) have NORMAL-VIP attribute.
Alexey Yusov
Production: OTRS CE ITSM 6.0.28 on CentOS 7 + Apache 2.4 + MariaDB 10.4.13 + Radiant Customer Portal
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Re: Service Level Agreement do not filter automatically
Thanks for answer me, I tried this but didn't worked, I had just a "select" for NORMAL or VIP in DB, but I removed and still not works correctly.alexus wrote:I guess you have some attribute for customers which is mapped in dynamic field. And an ACL sets dependencies between SLA and dynamic field. Please check that your customers (from AD and internal DB) have NORMAL-VIP attribute.
I looked other codes with the same configuration, all appear be fine, but I really don't know why not works yet.
It's possible the problem are in client's AD? All appears good, but in this point, everything is possible I guess.
Hugs.
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- Znuny wizard
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Re: Service Level Agreement do not filter automatically
Try check Service <-> Customer and Service <-> SLA relations
Alexey Yusov
Production: OTRS CE ITSM 6.0.28 on CentOS 7 + Apache 2.4 + MariaDB 10.4.13 + Radiant Customer Portal
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Re: Service Level Agreement do not filter automatically
Sorry, but I didn't found this: "Service <-> Customer and Service <-> SLA relations" in my OTRS.alexus wrote:Try check Service <-> Customer and Service <-> SLA relations
Where I can find it?
-
- Znuny wizard
- Posts: 380
- Joined: 20 Sep 2010, 16:54
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Re: Service Level Agreement do not filter automatically
1. otrs/index.pl?Action=AdminCustomerUserService
2. otrs/index.pl?Action=AdminSLA
2. otrs/index.pl?Action=AdminSLA
Alexey Yusov
Production: OTRS CE ITSM 6.0.28 on CentOS 7 + Apache 2.4 + MariaDB 10.4.13 + Radiant Customer Portal
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Re: Service Level Agreement do not filter automatically
Oh, here is different, just "Customer User <-> Service", and it's ok here, no one relations, and AdminSLA too, all SLA associated with Services correctly.alexus wrote:1. otrs/index.pl?Action=AdminCustomerUserService
2. otrs/index.pl?Action=AdminSLA
I'm almost giving up, everything seems to be normal, but just don't works.
Thanks for your help man, if I can solve this, I'll update here!!!
Hugs.
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- Znuny wizard
- Posts: 380
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Re: Service Level Agreement do not filter automatically
You should show proof screenshots:Gl3d50N wrote:I'm almost giving up, everything seems to be normal, but just don't works.
1. Customer with attributes
2. Ticket info with Service, SLA, etc.
3. SLA selection window
4. ACL
Alexey Yusov
Production: OTRS CE ITSM 6.0.28 on CentOS 7 + Apache 2.4 + MariaDB 10.4.13 + Radiant Customer Portal
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Re: Service Level Agreement do not filter automatically
Here's the screenshots:alexus wrote:You should show proof screenshots:Gl3d50N wrote:I'm almost giving up, everything seems to be normal, but just don't works.
1. Customer with attributes
2. Ticket info with Service, SLA, etc.
3. SLA selection window
4. ACL
1. Customer with attributes 3. Ticket info with Service, SLA, etc. 4. ACL
You do not have the required permissions to view the files attached to this post.
Re: Service Level Agreement do not filter automatically
I could not insert 4 screenshots, I don't know why.alexus wrote:You should show proof screenshots:Gl3d50N wrote:I'm almost giving up, everything seems to be normal, but just don't works.
1. Customer with attributes
2. Ticket info with Service, SLA, etc.
3. SLA selection window
4. ACL
2. Ticket info with Service, SLA, etc.
You do not have the required permissions to view the files attached to this post.
-
- Znuny wizard
- Posts: 380
- Joined: 20 Sep 2010, 16:54
- Znuny Version: OTRS 6 CE
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- Contact:
Re: Service Level Agreement do not filter automatically
Alexey Yusov
Production: OTRS CE ITSM 6.0.28 on CentOS 7 + Apache 2.4 + MariaDB 10.4.13 + Radiant Customer Portal
Radiant System OTRS Intergrator
RS4OTRS marketplace
Stay tuned on our Facebook
((OTRS)) Community Edition - what next?
Production: OTRS CE ITSM 6.0.28 on CentOS 7 + Apache 2.4 + MariaDB 10.4.13 + Radiant Customer Portal
Radiant System OTRS Intergrator
RS4OTRS marketplace
Stay tuned on our Facebook
((OTRS)) Community Edition - what next?
Re: Service Level Agreement do not filter automatically
1. It's my fault, and you is right, never will works like that, but is not the problem yet, I deleted and I created it wrong, but still not works.
2. No, not works yet for AD, just for DB, I think I'll lose my hairs with this error