[otrs] Re: SLAs

[Nils Breunese (Lemonbit)]

Shawn Beasley wrote:

> Damien BASTIE schrieb:
>> Hi,
>> i'm trying to understand the SLA feature in OTRS 2.2.1.
>> --> I've set a default queue where arrived all tickets with  
>> disabled escalation option
>> --> I've define a Service called test-service
>> --> I've add a new SLA attached to test-service with First Reponse  
>> to 5, Update Time to 30 and Solution Time to 120
>> and finally attached the service to a Customer
>> But when i'm sending a mail with the Customer mail, there is no  
>> notification after 5 min, nothing happened.....
>> I forgot something ?
>> Damien BASTIE
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>
> I am not completely sure if this could be your problem, but I know  
> that if you have a ticket locked it will not escalate.

I'm pretty sure this is not true (or maybe it's configurable).

Nils Breunese.
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