Problem Generating Notifications for SLAs
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
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Kaul, Sunjay