Features (AddOns)

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InBox SLANotification

Version 6.0.1

Creation date 2021-11-03

Resources

Module to trigger events based on SLA percentage

Prerequisites

Framework

The following versions of the Znuny framework are supported:

  • [6.X.x]

Modules

The following modules are required:

  • InBox Core 6.27.7 or superior

Operational system

The following operating systems are required:

  • [None]

Installation

bin/otrs.Console.pl Admin::Package::Install /path/to/InBox\ SLANotification-6.0.1.opm

Configuration

This module can be configured via System Configuration in the administrative interface. The following configuration options are available:

The scripts folder contains an otrs.SLANotification.pl file that creates the settings for each valid SLA in the system

SLANotification::Core###Events

After the keys FirstResponseSLA, SolutionSLA and UpdateTimeSLA defines the SLA name in the key and the percentage in the value. And for each value an event is defined.

SLAFilterDashboard

Attention: the FirstResponseSLA, SolutionSLA and UpdateTimeSLA keys must be fixed, to each SLA time

Usage

Every minute a cron will be run to validate tickets with SLA defined in the SLANotification::Core###Events configuration, and if the usage percentage reaches the defined percentage, the selected event is triggered