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 wrote:
From: Gediel Luchetta
Subject: [itsm] Wrong message "update time is over"
To: itsm@otrs.org
Cc: "'Ivã'" , "'Cesar'"
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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