[itsm] Queue and SLA

boonyam lim boonyamlim at yahoo.com
Tue May 19 01:23:14 GMT 2009


Hi all
 
I'm first time user to QTRS, i found similar options at Queue and SLA, may i know what is the different between 
 
Queue :-
 




Escalation - First Response Time: 
(0 = no escalation - 24 hours = 1440 minutes - Only business hours are counted.) 
 minutes ( Notify by  - 10% 20% 30% 40% 50% 60% 70% 80% 90% ) 

Escalation - Update Time: 
(0 = no escalation - 24 hours = 1440 minutes - Only business hours are counted.) 
 minutes ( Notify by  - 10% 20% 30% 40% 50% 60% 70% 80% 90% ) 


Escalation - Solution Time: 

SLA
 




Escalation - First Response Time: 
(0 = no escalation - 24 hours = 1440 minutes - Only business hours are counted.) 
 minutes ( Notify by  - 10% 20% 30% 40% 50% 60% 70% 80% 90% ) 

Escalation - Update Time: 
(0 = no escalation - 24 hours = 1440 minutes - Only business hours are counted.) 
 minutes ( Notify by  - 10% 20% 30% 40% 50% 60% 70% 80% 90% ) 

Escalation - Solution Time: 
(0 = no escalation - 24 hours = 1440 minutes - Only business hours are counted.) 
 minutes ( Notify by  - 10% 20% 30% 40% 50% 60% 70% 80% 90% 
 


--- On Mon, 5/18/09, Gediel Luchetta <gediel at gmail.com> wrote:


From: Gediel Luchetta <gediel at gmail.com>
Subject: [itsm] Wrong message "update time is over"
To: itsm at otrs.org
Cc: "'Ivã'" <ivan at ilegra.com>, "'Cesar'" <cesar.mesquita at ilegra.com>
Date: Monday, May 18, 2009, 10:32 PM


Hi All,
I´m testing the feature of escalation time based on SLA. 
But I´m with problem on "update time" control using SLA.

I've registered a SLA with this values:

FIRST_RESPONSE_TIME UPDATE_TIME SOLUTION_TIME
------------------- ----------- -------------
                 15         120          2880

In the customer interface I've created a new ticket choosing the associated
service and this SLA.

Looking at ticket table the time set for ESCALATION_UPDATE_TIME appears not
be Right:

select
TN,ESCALATION_TIME,ESCALATION_UPDATE_TIME,ESCALATION_RESPONSE_TIME,ESCALATIO
N_SOLUTION_TIME from ticket where sla_id=1;

TN                  ESCALATION_TIME ESCALATION_UPDATE_TIME
ESCALATION_RESPONSE_TIME ESCALATION_SOLUTION_TIME
------------------- --------------- ----------------------
------------------------ ------------------------
2009051810000084             136800                 136800
1242655611               1243029111

At Agent interface I can see a "time update over" like this:
Ticket 2009051810000084: update time is over (-345144 hour 24 minutes /
01/02/1970 11:00)!

Why the otrs is showing a update time of year 1970?
I think the problem occurs at new ticket register time, because the value
for ESCALATION_UPDATE_TIME (136800) point to 02-01-1970 14:00:00 (dd-mm-yyyy
hh24:mi:ss)

Can anyone understand what is happening ?

Thanks,

Gediel Luchetta.


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