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!
Understanding escalating
Moderator: crythias
Re: Understanding escalating
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
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
OTRS 8 SILVER (Prod)
OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
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OTRS 8 auf Debian 11 (Test)
Znuny 7.x latest version testing auf Debian 11
-- Ich beantworte keine Forums-Fragen PN - No PN please
I won't answer to unfriendly users any more. A greeting and regards are just polite.
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- Znuny expert
- Posts: 188
- Joined: 15 Dec 2014, 20:49
- Znuny Version: 4.0.24
- Location: QC, Canada
Re: Understanding escalating
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
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
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- Znuny expert
- Posts: 188
- Joined: 15 Dec 2014, 20:49
- Znuny Version: 4.0.24
- Location: QC, Canada
Re: Understanding escalating
Any other ideas on what our problem might be? We're still searching for what might cause that display bug.
Thanks a lot
Thanks a lot
-
- Znuny expert
- Posts: 188
- Joined: 15 Dec 2014, 20:49
- Znuny Version: 4.0.24
- Location: QC, Canada
Re: Understanding escalating
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!
Anyone got an idea of what could cause this? Thanks for your help!
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- Znuny newbie
- Posts: 26
- Joined: 10 Jul 2014, 19:58
- Znuny Version: 4.0.3
- Real Name: Jorge Rojas
- Company: Instituto Costarricense de Electricidad
- Location: Costa Rica
Re: Understanding escalating
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.