Just to point that It seemed to be a rare condition caused by the daylight saving change.
Last sunday clock went backward one hour and after that SLA.pm was never finishing to process the tickets.

Here is what we have done to solve this:
1 - Change all "open" tickets to "new":

UPDATE ticket SET ticket_state_id = 1 WHERE ticket_state_id = 4

2 - Reset times on them:

UPDATE ticket SET escalation_time = 0, escalation_update_time = 0, escalation_solution_time = 0, escalation_response_time = 0, timeout = 0 WHERE ticket_state_id = 1

3 - Unlock.

UPDATE ticket SET ticket_lock_id = 1 WHERE ticket_state_id = 1 AND ticket_lock_id = 2

Problem solved and OTRS updated to 4.0.6.

(If some developer wants do debug it I can send a backup with this behaviour.)

Thanks.

On Tue, Feb 24, 2015 at 5:11 PM, aledr <matrixworkstation@gmail.com> wrote:
Hi!

We just found that the problem is at Kernel/System/SLA.pm line 275.
It stuck at this query on the database:

"SELECT service_id FROM service_sla WHERE sla_id = $1 ORDER BY service_id ASC'

I expected to see a value in place of "$1".
Any hint from here?

Thanks.

On Tue, Feb 24, 2015 at 1:52 AM, aledr <matrixworkstation@gmail.com> wrote:
Seems that otrs.GenericAgent.pl have a problem too.
It keeps running after showing:

Job: 'send escalation notifications'
  - Use module (Kernel::System::GenericAgent::NotifyAgentGroupOfCustomQueue) for Ticket (...)

Thanks.

On Mon, Feb 23, 2015 at 10:09 PM, aledr <matrixworkstation@gmail.com> wrote:
Hi Carlos!

It is 4.0.3 and I can reach https://cloud.otrs.com from it.

Thanks.

On Mon, Feb 23, 2015 at 9:55 PM, Carlos Rodríguez <carlos.rodriguez@otrs.com> wrote:
Hi Aledr,

If you are using OTRS 4, please make sure you can reach https://cloud.otrs.com from your OTRS box.

((enjoy))

Carlos Rodríguez




On Feb 23, 2015, at 1:28 PM, aledr <matrixworkstation@gmail.com> wrote:

Hi there!

Suddenly I'm not able to go after login on index.pl, but customer.pl still works normally.
No message on logs, no error, nothing... It just keeps "loading".

How can I debug this?

Thanks.
--
[ ]'s
Aledr - Alexandre


--
[ ]'s
Aledr - Alexandre