View Issue Details
ID | Project | Category | View Status | Date Submitted | Last Update |
---|---|---|---|---|---|
0010211 | mantisbt | other | public | 2009-03-16 08:54 | 2018-11-27 08:15 |
Reporter | escesa | Assigned To | |||
Priority | normal | Severity | feature | Reproducibility | have not tried |
Status | acknowledged | Resolution | open | ||
Platform | apache | OS | windows | OS Version | 2003 |
Product Version | 1.1.3 | ||||
Summary | 0010211: SLA | ||||
Description | Hi; Is in Mantis the SLA requeriments implemented?. Example when I create an incident in the Mantis, depends on the priority the mantis can assign a resolution time automatically. Best Regards. | ||||
Tags | sla | ||||
related to | 0012522 | closed | community | mantisbt | Set duedate automatically |
related to | 0010153 | closed | cas | Plugin - Reminder | Reminder plugin |
has duplicate | 0020657 | closed | dregad | mantisbt | Is there a feature that can set SLA for an issue by status? if yes, how to set? |
has duplicate | 0020884 | closed | atrol | mantisbt | SLA Calculation |
has duplicate | 0024983 | closed | atrol | mantisbt | SLA & KPI Report [16112018] |
related to | 0025013 | closed | atrol | mantisbt | KPI plugin for Mantis Version 2.18.0 |
MantisBT doesn't support the concept of SLA out of the box. However, this would be a good plugin candidate. The plugin would provide the appropriate reporting and reminders. |
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I just created a new plugin on MantisForge. http://git.mantisforge.org/w/ServiceLevel.git We made a custom summary page that calculates things like reaction times (new until acknowleged), resolution time and so on. As soon as I found out how, I will upload the plugin. Maybe it is useful for you (or you even want to join the development). |
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Great enhancement |
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We're using Mantis to manage and report on SLA issues already, but never got to developing a report for those response and resolution times, so I'd love to try this! we use "severity" to define the level of the incident with associated response+resolution times (how important is it), and "priority" to specify the order in which we work on issues (how urgent is it) interesting problem to find a way to define the times of service levels: for instance, if a ticket doesn't have enough information, we set it to status "feedback", and don't count the time waiting for feedback as part of our resolution time :-) |
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Yes .. sure. What the plugin is currently missing is configurablity. Feel free to add that. |
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Hi, we are after SLA functionality is there any plan to integrate this kind of support into Mantis actual? I seem to be having trouble getting the plugin from GIT @work. :-/ Cheers. |
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In our current setup ( < 1.2.0) we have added a field to the Category table defining the default number of days for resolution. these days are then used for calculating the due date. |
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Hello world, I have updated the page about Mantis ITIL v3 compliance : Perhaps could you append your ITIL v3 mantis configurations, experiences, documentations, and source code ;) ? Thanks for the best BT MANTIS ! |
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Hi, we are very interested in this plugin as well. Thank you very much for the job!! I'd like to give it a try but it looks like the repository is down. Any link where I could get it please? Thanks again. |
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Hi. New location is also down. |
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Thank You . |
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dippel, the mentioned plugin is a 3rd party development that is not supported / maintained by the MantisBT core team. Please use https://github.com/mantisbt-plugins/ServiceLevel/issues to enter bug reports. |
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Hi. Maybe you know someone who can create such plugin? |
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