Hi,

 

I am using OTRS 2.4.4 with ITSM.

I have configured a queue and created a Service. The Service has an associated SLA which is set as:

First Response: 10 min

Update: 25 min

Solution: 60 min

Customers are mapped with the Service.

 

I have uncommented the Example code in GenericAgent.pm file which generates the Escalation notifications and the entry in the crontab reads:

 

 

*/2 * * * *    $HOME/bin/GenericAgent.pl >> /dev/null

 

I get the notifications when the First Response time has crossed 10 minutes (both the Escalation warning as well as the actual Escalation). At this stage I tried two things:

a.       Do Nothing, i.e.. let the update SLA be crossed- No Notifications for escalation are generated.

b.      Send a mail response- the update SLA resets-No notifications generated

The Ticket view shows escalation times going negative, but a History of the Ticket shows no such events.

For the Solution Update SLA also, I get no escalation notifications or Ticket History update.

 

 

 

Has anybody else faced this problem earlier, appreciate help

 

Thanks,

Sunjay