OTRS 5 - escalation notifications not working

[nasamang]

We have notifications setup on a queue level for first response and update, and the ticket shows the time (in our case, 10 minutes) to zero, then goes negative, but no agents get a notification, nothing in the ticket history suggests an escalation was breached.

where do i start to look to see why?

[nasamang]

somewhat related.. pending reminder auto close+, go negative too, but the ticket stays in that state, and never closes. seems relevant.

[reneeb]

Does the Daemon run? Any log messages?

[wurzel]

Hi,

I think there is a Daemon Cronjob triggering this. In <5 it was a cronjob. But I am not sure how exactly it works in version 5.

I think it is a rebuild escalation index job

please check daemon sysconfig settings

Flo

[wurzel]

Hi,

somewhat related.. pending reminder auto close+, go negative too, but the ticket stays in that state, and never closes. seems relevant.

If auto close+ is not changing, it is mis-configured in sysconfig or you are waiting too short. the pending close job runs cron/Daemon triggered

Flo