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@gmail.com> wrote: From: Gediel Luchetta <gediel@gmail.com> Subject: [itsm] Wrong message "update time is over" To: itsm@otrs.org Cc: "'Ivã'" <ivan@ilegra.com>, "'Cesar'" <cesar.mesquita@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. --------------------------------------------------------------------- OTRS mailing list: itsm - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/itsm To unsubscribe: http://lists.otrs.org/mailman/listinfo/itsm NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/