Hi, I have taken the major step of upgrading from OTRS 1.3.2 to the latest version 2.2.4. This ran pretty smooth with the provided MySQL upgrade-scripts, although I have a problem that I can't figure out how to solve. After the upgrade, I have A LOT of ticket escalations; such as "...update time is over (-345019 hours 26 minutes / 02/06/1970 19:00)!" And many more, with similar dates. I haven't been able to locate in the database where this problem occurs, so I was hoping someone has a hint on how to solve this? If you need me to provide any more information, please let me know. Thank you. Martin
Hello Martin, I, too, upgraded our version of OTRS from 1.3.x to 2.3.x and suddenly had a lot of update time escalation messages. This escalation functionality was added somewhere along the way that OTRS was maturing between these versions. The escalation occurs as a function between how many hours your business is considered working and the "Escalation - Update Time", in minutes, that have been assigned to a given queue. When a ticket in the given queue has not been updated, or closed, after the "Escalation - Update Time" has passed, then the clock starts ticking and you get an escalation notice which describes how much time has passed since the ticket was supposed to have been updated. Here's how to edit the first part of this functionality, TimeWorkingHours: 1. Click on "Admin" on the top toolbar menu. 2. Click on "SysConfig" under the "Misc" column. 3. Type "TimeWorkingHours" in the "Search for:" box and click "Search". 4. Click on "Core::Time" 5. Navigate to the bottom of the screen and put checks in the appropriate boxes that will define the working hours for your business. You can also add company holidays, vacations, etc. higher up on the screen. 6. Click on "Update" in the lower right corner. Now you need to edit the "Escalation - Update Time" for your queues: 1. Click on "Admin" on the top toolbar menu. 2. Click on "Queue" under the "Queue & Responses" column. 3. Click on any one of your queues in the [Queue Management] column and click the "Change" button. 4. Chances are there is a number in the "Escalation - Update Time". This is the number of minutes during working hours that a ticket in the particular queue can go without some kind of update before an escalation message is generated. Once that time expires you, and any other OTRS agents at your work, will see escalation notices for the ticket. You can adjust the number to your liking, or delete it and forget about it. One cheat I discovered for getting rid of all the escalation messages was to use phpMyAdmin to edit the database itself. Find the escalated ticket in the "ticket" table and change the number for "escalation_time" to zero. I hope this information helps you. Regards, David Buice Infrastructure Specialist/SDC-INT 2032653 ITIL Foundation Certified EDS, an HP Company PSIC Operations 7000 Chicago Rd. Warren, MI 48092-1663 Mailstop 430-202-380 Tel: +01 586 575-4525 Fax: +01 586 575-0090 Mobile: +01 248 249-9122 E-mail: david.buice@eds.com We deliver on our commitments so you can deliver on yours.
Buice, David R wrote:
Hello Martin,
I, too, upgraded our version of OTRS from 1.3.x to 2.3.x and suddenly had a lot of update time escalation messages. This escalation functionality was added somewhere along the way that OTRS was maturing between these versions.
The escalation occurs as a function between how many hours your business is considered working and the "Escalation - Update Time", in minutes, that have been assigned to a given queue. When a ticket in the given queue has not been updated, or closed, after the "Escalation - Update Time" has passed, then the clock starts ticking and you get an escalation notice which describes how much time has passed since the ticket was supposed to have been updated.
Here's how to edit the first part of this functionality, TimeWorkingHours:
1. Click on "Admin" on the top toolbar menu. 2. Click on "SysConfig" under the "Misc" column. 3. Type "TimeWorkingHours" in the "Search for:" box and click "Search". 4. Click on "Core::Time" 5. Navigate to the bottom of the screen and put checks in the appropriate boxes that will define the working hours for your business. You can also add company holidays, vacations, etc. higher up on the screen. 6. Click on "Update" in the lower right corner.
Now you need to edit the "Escalation - Update Time" for your queues:
1. Click on "Admin" on the top toolbar menu. 2. Click on "Queue" under the "Queue & Responses" column. 3. Click on any one of your queues in the [Queue Management] column and click the "Change" button. 4. Chances are there is a number in the "Escalation - Update Time". This is the number of minutes during working hours that a ticket in the particular queue can go without some kind of update before an escalation message is generated. Once that time expires you, and any other OTRS agents at your work, will see escalation notices for the ticket. You can adjust the number to your liking, or delete it and forget about it.
One cheat I discovered for getting rid of all the escalation messages was to use phpMyAdmin to edit the database itself. Find the escalated ticket in the "ticket" table and change the number for "escalation_time" to zero.
I hope this information helps you.
Regards,
David Buice Infrastructure Specialist/SDC-INT 2032653 ITIL Foundation Certified
EDS, an HP Company
PSIC Operations 7000 Chicago Rd. Warren, MI 48092-1663 Mailstop 430-202-380
Tel: +01 586 575-4525 Fax: +01 586 575-0090 Mobile: +01 248 249-9122 E-mail: david.buice@eds.com
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Hello again, Thank you very much for your long response, it is very useful for me, and have given me a better insight in the new features. Although a question for your database hack; I wasn't able to locate the "escalation_time" in the ticket table. However all similar rows, escalation_response_time, escalation_solution_time and escalation_start_time are already set to zero. Do you know where else I may find the row that does the job? Thank you. Martin
participants (2)
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Buice, David R -
Martin Mortensen