Understanding escalating

[wheelshot]

Hey all,

Recently we've setup the escalation on one queue (first level of support) and I think I did something wrong cause the escalation process aint working as I expected.

Here's what I did:
- Updated Calendar1 in the sysconfig with our work hours
- In my queue, put 60 for the first reponse timer + linked the queue to Calendar 1

Is there anything else to do?

I got a ticket submitted last night at 18h00 and this morning, before our office opens, that ticket is in red as being escalated.

Thanks for your help!

[wurzel]

Hi,

this seems configured correctly.

A queue, on the queue the escalation times, and on the queue the working hours.


As far as i know there is a Rebuild Escalation Index Job running, to re-calculate the escalation times. Can you check your cronjobs if this is running?

Florian

[wheelshot]

Here's what running actually, you know if there something missing?

2. delete expired cache weekly (Sunday mornings)
20 0 * * 0 $HOME/bin/otrs.DeleteCache.pl --expired >> /dev/null
30 0 * * 0 $HOME/bin/otrs.LoaderCache.pl -o delete >> /dev/null
1. fetch every 5 minutes emails via fetchmail
#*/5 * * * * [ -x /usr/bin/fetchmail ] && /usr/bin/fetchmail -a >> /dev/null
#*/5 * * * * /usr/bin/fetchmail -a --ssl >> /dev/null
1. generate dashboard stats every hour
5 * * * * $HOME/bin/otrs.GenerateDashboardStats.pl >> /dev/null
1. start generic agent every 20 minutes
*/20 * * * * $HOME/bin/otrs.GenericAgent.pl >> /dev/null
1. example to execute otrs.GenericAgent.pl on 23:00 with
2. Kernel::Config::GenericAgentMove job file
#0 23 * * * $HOME/bin/otrs.GenericAgent.pl -c "Kernel::Config::GenericAgentMove" >> /dev/null
1. start generic agent every 10 minutes
*/10 * * * * $HOME/bin/otrs.GenericAgent.pl -c db >> /dev/null
1. check every 120 min the pending jobs
45 */2 * * * $HOME/bin/otrs.PendingJobs.pl >> /dev/null
1. check daily the spool directory of OTRS
10 0 * * * $HOME/bin/otrs.ReprocessMails.pl >> /dev/null
1. fetch emails every 10 minutes
*/10 * * * * $HOME/bin/otrs.PostMasterMailbox.pl >> /dev/null
1. just every day
01 01 * * * $HOME/bin/otrs.RebuildTicketIndex.pl >> /dev/null
1. check scheduler status
*/5 * * * * $HOME/bin/otrs.Scheduler.pl -w 1 >> /dev/null
1. delete every 120 minutes old/idle session ids
55 */2 * * * $HOME/bin/otrs.DeleteSessionIDs.pl --expired >> /dev/null
1. unlock every hour old locked tickets
35 * * * * $HOME/bin/otrs.UnlockTickets.pl --timeout >> /dev/null

[wheelshot]

Any other ideas on what our problem might be? We're still searching for what might cause that display bug.

Thanks a lot

[wheelshot]

Still havent found a solution to that Sucks cause of that we cant start using SLA and escalations.

Anyone got an idea of what could cause this? Thanks for your help!

[cryptoroot]

You can do a test with a new ticket, and once time is reached, check the history of the ticket and Syslog (in Admin panel). With that info is easier find the flow of the ticket and where is the trigger that escalate the ticket. Keep in mind the ticket hold the time specified in queue until you select or assign a SLA to the ticket.