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 120and finally attached the service to a CustomerBut 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.
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