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DB Rule problem

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William_157
Senior Member

DB Rule problem

Hi;

I create a DB Rule. When Incident is not check on time send message 1day 10hr After Deadline. But the rule not take the SLA Hours.
11 REPLIES
Gyula Matics_1
Honored Contributor
Solution

Re: DB Rule problem

Did you check the "use support hours" checkbox on the schedule?
William_157
Senior Member

Re: DB Rule problem

Yes I check this option.

See the rule in the attachment
Misaq
Honored Contributor

Re: DB Rule problem

What are your support hours ?
William_157
Senior Member

Re: DB Rule problem

8am to 12m and 1pm to 5pm
Monday to Friday.

The notification send before or after the rules
Misaq
Honored Contributor

Re: DB Rule problem

try invoking the rule in debug mode and then send the output.
Is the rule triggering all the time ? or not triggering during support hours ?
William_157
Senior Member

Re: DB Rule problem

Thanks man for u help but can u tell me more about invoking the rule in debug mode.

AND YES THE RULE TRIGGERING ALLWAYS.
Misaq
Honored Contributor

Re: DB Rule problem

what is your original rule syntax an you copy it here beside the conditions I mean
Ruth Porter
Honored Contributor

Re: DB Rule problem

Hi william,

You can set rule debug by Tools>System>System Panel>General settings and it is last check box BUT there was bug in SP12 (I think) which did not display the box.

I did have a thought; you say you want it 1 day and 10 hours after deadline - with your support hours (8-12,1-5 which is 8 hours) you will in fact do it 34 hours over an 8 hour day. Is that what you wanted?

Regards

Ruth
http://www.teamultra.net
William_157
Senior Member

Re: DB Rule problem

I want the rule work with the sla 8-12 / 1-5.
Ruth Porter
Honored Contributor

Re: DB Rule problem

Hi William,

How long after the Deadline in working hours (support hours) do you want the message to appear?

Regards

Ruth
http://www.teamultra.net
William_157
Senior Member

Re: DB Rule problem

Hi Ruth;

If is (Priority-1 1Hours;24minutes)
(P-2 11hours;20minutes) and (P-3 1day;10hours) after deadline. This in working hours (support hours)8am-12m to 1pm-5pm.
//Add this to "OnDomLoad" event