View Issue Details

IDProjectCategoryView StatusLast Update
0010211mantisbtotherpublic2018-11-27 08:15
ReporterescesaAssigned To 
PrioritynormalSeverityfeatureReproducibilityhave not tried
Status acknowledgedResolutionopen 
PlatformapacheOSwindowsOS Version2003
Product Version1.1.3 
Target VersionFixed in Version 
Summary0010211: 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.

Tagssla

Relationships

related to 0012522 closedcommunity mantisbt Set duedate automatically 
related to 0010153 closedcas Plugin - Reminder Reminder plugin 
has duplicate 0020657 closeddregad mantisbt Is there a feature that can set SLA for an issue by status? if yes, how to set? 
has duplicate 0020884 closedatrol mantisbt SLA Calculation 
has duplicate 0024983 closedatrol mantisbt SLA & KPI Report [16112018] 
related to 0025013 closedatrol mantisbt KPI plugin for Mantis Version 2.18.0 

Activities

vboctor

vboctor

2009-10-12 04:12

manager   ~0023143

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.

am-gtz

am-gtz

2010-01-14 03:56

reporter   ~0024144

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).

cor3huis

cor3huis

2010-01-22 11:45

reporter   ~0024226

Great enhancement

rolfkleef

rolfkleef

2010-01-25 17:40

reporter   ~0024245

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 :-)

am-gtz

am-gtz

2010-01-26 00:38

reporter   ~0024250

Yes .. sure. What the plugin is currently missing is configurablity. Feel free to add that.

jonathh

jonathh

2010-06-08 05:57

reporter   ~0025758

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.

cas

cas

2010-09-06 02:11

reporter   ~0026580

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.
Would prefer not to change standard mantis but have not yet found a good way of using a plugin to achive the same. Any suggestions out there?

jeank6

jeank6

2010-12-06 05:25

reporter   ~0027545

Hello world,

I have updated the page about Mantis ITIL v3 compliance :
http://www.mantisbt.org/wiki/doku.php/mantisbt:issue:7721

Perhaps could you append your ITIL v3 mantis configurations, experiences, documentations, and source code ;) ?

Thanks for the best BT MANTIS !

carlier.yannick

carlier.yannick

2013-03-26 03:37

reporter   ~0035965

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.

atrol

atrol

2013-10-14 17:25

developer   ~0038265

I'd like to give it a try but it looks like the repository is down.
New location for the repository is https://github.com/mantisbt-plugins/mantisbt-servicelevel see 0016030

dippel

dippel

2014-08-20 09:25

reporter   ~0041099

Hi. New location is also down.
Do you have the new one? :)
THX.

atrol

atrol

2014-08-20 09:32

developer   ~0041100

https://github.com/mantisbt-plugins/ServiceLevel

dippel

dippel

2014-08-20 16:04

reporter   ~0041106

Last edited: 2014-08-20 16:20

View 2 revisions

Thank You .
I managed to download and install this plugin! However, is there any manual explaining how to use it?
By now the hyperlink appeared in my menu named "EVALUATION". When I click it I get the APPLICATION ERROR 0001502. (no categories found).

atrol

atrol

2014-08-21 16:14

developer   ~0041108

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.
The original author is no longer contributing to the plugin, it seems that no other user continued his work.

shadow2

shadow2

2018-11-02 09:55

reporter   ~0060905

Last edited: 2018-11-02 10:07

View 4 revisions

Hi.
Since last comment last 4 years, is there any progress? Does someone created working plugin which can meter and report definied SLA levels for tickets?

Maybe you know someone who can create such plugin?

Issue History

Date Modified Username Field Change
2009-03-16 08:54 escesa New Issue
2009-07-04 17:28 vboctor Tag Attached: sla
2009-10-12 04:12 vboctor Note Added: 0023143
2009-10-12 04:12 vboctor Status new => acknowledged
2010-01-14 03:56 am-gtz Note Added: 0024144
2010-01-22 11:45 cor3huis Note Added: 0024226
2010-01-25 17:40 rolfkleef Note Added: 0024245
2010-01-26 00:38 am-gtz Note Added: 0024250
2010-06-08 05:57 jonathh Note Added: 0025758
2010-09-06 02:11 cas Note Added: 0026580
2010-12-06 05:25 jeank6 Note Added: 0027545
2013-03-26 03:37 carlier.yannick Note Added: 0035965
2013-03-28 06:21 atrol Relationship added related to 0012522
2013-03-28 06:23 atrol Relationship added related to 0010153
2013-10-14 17:25 atrol Note Added: 0038265
2014-08-20 09:25 dippel Note Added: 0041099
2014-08-20 09:32 atrol Note Added: 0041100
2014-08-20 16:04 dippel Note Added: 0041106
2014-08-20 16:20 dippel Note Edited: 0041106 View Revisions
2014-08-21 16:14 atrol Note Added: 0041108
2016-03-03 03:06 dregad Relationship added has duplicate 0020657
2016-05-07 09:52 atrol Relationship added has duplicate 0020884
2018-11-02 09:55 shadow2 Note Added: 0060905
2018-11-02 09:55 shadow2 Note Edited: 0060905 View Revisions
2018-11-02 09:56 shadow2 Note Edited: 0060905 View Revisions
2018-11-02 10:07 shadow2 Note Edited: 0060905 View Revisions
2018-11-16 10:17 atrol Relationship added has duplicate 0024983
2018-11-27 08:15 atrol Relationship added related to 0025013