I’m very hesitant about running something on command line that I’d expect in the application to do without more information. It seems pretty low risk, but this is a production system.

When does it typically run?

What are the chances it will mess up the installation?

(yes – I will take a backup before trying it in any case)

-Sarah

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Marco Vannini
Sent: Monday, September 21, 2009 12:19 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Newbie questions

it is possible that running otrs.RebuildEscalationIndex.pl you solve the problem. It is under your OTRS base dir ($OTRS_HOME)/bin