Hi, i'm trying to understand the SLA feature in OTRS 2.2.1. --> I've set a default queue where arrived all tickets with disabled escalation option --> I've define a Service called test-service --> I've add a new SLA attached to test-service with First Reponse to 5, Update Time to 30 and Solution Time to 120 and finally attached the service to a Customer But when i'm sending a mail with the Customer mail, there is no notification after 5 min, nothing happened..... I forgot something ? Damien BASTIE
Damien BASTIE schrieb:
Hi,
i'm trying to understand the SLA feature in OTRS 2.2.1.
--> I've set a default queue where arrived all tickets with disabled escalation option --> I've define a Service called test-service --> I've add a new SLA attached to test-service with First Reponse to 5, Update Time to 30 and Solution Time to 120
and finally attached the service to a Customer
But when i'm sending a mail with the Customer mail, there is no notification after 5 min, nothing happened.....
I forgot something ?
Damien BASTIE
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I am not completely sure if this could be your problem, but I know that if you have a ticket locked it will not escalate. Did you have the ticket locked? --Shawn
Shawn Beasley wrote:
Damien BASTIE schrieb:
Hi, i'm trying to understand the SLA feature in OTRS 2.2.1. --> I've set a default queue where arrived all tickets with disabled escalation option --> I've define a Service called test-service --> I've add a new SLA attached to test-service with First Reponse to 5, Update Time to 30 and Solution Time to 120 and finally attached the service to a Customer But when i'm sending a mail with the Customer mail, there is no notification after 5 min, nothing happened..... I forgot something ? Damien BASTIE _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? => http://www.otrs.com/
I am not completely sure if this could be your problem, but I know that if you have a ticket locked it will not escalate.
I'm pretty sure this is not true (or maybe it's configurable). Nils Breunese.
participants (3)
-
Damien BASTIE -
Nils Breunese (Lemonbit) -
Shawn Beasley