Service Level Agreement do not filter automatically

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Gl3d50N
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Joined: 25 Jan 2017, 13:43
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Service Level Agreement do not filter automatically

Post by Gl3d50N »

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!
alexus
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Znuny Version: OTRS 6 CE
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Re: Service Level Agreement do not filter automatically

Post by alexus »

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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Gl3d50N
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Posts: 29
Joined: 25 Jan 2017, 13:43
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Re: Service Level Agreement do not filter automatically

Post by Gl3d50N »

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.
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.

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. ;)
alexus
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Re: Service Level Agreement do not filter automatically

Post by alexus »

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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Gl3d50N
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Posts: 29
Joined: 25 Jan 2017, 13:43
Znuny Version: 5.0.10

Re: Service Level Agreement do not filter automatically

Post by Gl3d50N »

alexus wrote:Try check Service <-> Customer and Service <-> SLA relations
Sorry, but I didn't found this: "Service <-> Customer and Service <-> SLA relations" in my OTRS. :(

Where I can find it?
alexus
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Znuny Version: OTRS 6 CE
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Re: Service Level Agreement do not filter automatically

Post by alexus »

1. otrs/index.pl?Action=AdminCustomerUserService
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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Gl3d50N
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Posts: 29
Joined: 25 Jan 2017, 13:43
Znuny Version: 5.0.10

Re: Service Level Agreement do not filter automatically

Post by Gl3d50N »

alexus wrote:1. otrs/index.pl?Action=AdminCustomerUserService
2. otrs/index.pl?Action=AdminSLA
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.

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. ;)
alexus
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Re: Service Level Agreement do not filter automatically

Post by alexus »

Gl3d50N wrote:I'm almost giving up, everything seems to be normal, but just don't works.
You should show proof screenshots:
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

Radiant System OTRS Intergrator
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Gl3d50N
Znuny newbie
Posts: 29
Joined: 25 Jan 2017, 13:43
Znuny Version: 5.0.10

Re: Service Level Agreement do not filter automatically

Post by Gl3d50N »

alexus wrote:
Gl3d50N wrote:I'm almost giving up, everything seems to be normal, but just don't works.
You should show proof screenshots:
1. Customer with attributes
2. Ticket info with Service, SLA, etc.
3. SLA selection window
4. ACL
Here's the screenshots:

1. Customer with attributes
otrs5-customer.png
3. Ticket info with Service, SLA, etc.
otrs5-sla-selection.png
4. ACL
otrs5-acl.png
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Gl3d50N
Znuny newbie
Posts: 29
Joined: 25 Jan 2017, 13:43
Znuny Version: 5.0.10

Re: Service Level Agreement do not filter automatically

Post by Gl3d50N »

alexus wrote:
Gl3d50N wrote:I'm almost giving up, everything seems to be normal, but just don't works.
You should show proof screenshots:
1. Customer with attributes
2. Ticket info with Service, SLA, etc.
3. SLA selection window
4. ACL
I could not insert 4 screenshots, I don't know why.

2. Ticket info with Service, SLA, etc.
otrs5-ticket.png
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alexus
Znuny wizard
Posts: 380
Joined: 20 Sep 2010, 16:54
Znuny Version: OTRS 6 CE
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Location: Prague
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Re: Service Level Agreement do not filter automatically

Post by alexus »

http://joxi.ru/5mdz1BEHWx8KA1
1. It doesn't work with AD
2. VIP$ - may be extra $ ?
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?
Gl3d50N
Znuny newbie
Posts: 29
Joined: 25 Jan 2017, 13:43
Znuny Version: 5.0.10

Re: Service Level Agreement do not filter automatically

Post by Gl3d50N »

alexus wrote:http://joxi.ru/5mdz1BEHWx8KA1
1. It doesn't work with AD
2. VIP$ - may be extra $ ?
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
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