SLA escalations notifications - does it work like this?

[voiprodrigo]

Hello all,

Looking for a clarification, if someone can help confirm my current understanding of how OTRS handles this:

1) OTRS will send notification at % of target time as soon as it happens. There may be a small offset, depending on how frequently the cron job runs.
2) OTRS will send notification when target is reached, as above
3) After this, OTRS will send target reached notifications, but only one per-day, and as soon as the “day” starts on the calendar assigned to the SLA
3.1) If the SLA is set to 24h work calendar, this would be at midnight, every day, until escalation is taken care of
3.2) If the SLA is set to a work calendar that starts at 08:00, those “once per day” escalated notifications would be sent at 08:00 (or nearest cron run after 08:00), instead

Is this right?

Thanks.

[Linwood]

I hope this is considered relevant and not hijacking this thread, but...

To my knowledge (1) and (2) are right, not sure the rest are but it seems consistent with my experimentation to tell how this works.

But... who gets the notifications?

For (1) if the ticket is locked, only that user?

For (2) and forward, you have to have read (only?) to the queue AND have it in My Queues?

In particular, does someone watching a ticket (which seems defined as getting all the same notifications) get the notification?

And also in particular, is there any "and also notify" where a manager could set up to receive all escalation notifications? Or is the answer just "look in the escalation view".

I'm slowly working through testing these (takes a while), but wondering if there is a simple description of this somewhere (it doesn't appear in any obvious place in the admin manual).