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 </PRE><p style="font-family:arial;color:grey" style="font-size:13px">This message contains information that may be privileged or confidential and is the property of the Capgemini Group. It is intended only for the person to whom it is addressed. If you are not the intended recipient, you are not authorized to read, print, retain, copy, disseminate, distribute, or use this message or any part thereof. If you receive this message in error, please notify the sender immediately and delete all copies of this message.</p><PRE>
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