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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