EscalationEvents not executed after 5pm

[ChristerJernberg]

Hi,

We have been trying to resolve an issue where the escalation events NotifyBefore & Breached stopps working at 5pm.
There is a generic agent running on the SLA and everything works fine until 5pm.
It seems that the EscalationEvents does not happen after that.
If you use "run now" it selects all the tickets it should, but it just seems that the automation is not working.
Next day it works again after 8am all Events is tiggered but the SLA has been running all night.

It must be a time setting right? But after consulting OTRS helpdesk I still don't know what it can be.

Is there a schedule for the EscalationEvents somewhere?

We have other cron jobs running after 5pm and they work fine.

Appriciate any suggestions as i cannot find relevant info in the forum or in the manual.

[root]

Please provide your SLA settings and what happens if your run these command (run them as the otrs user):

Code: Select all

bin/otrs.Console.pl Maint::Ticket::EscalationIndexRebuild
bin/otrs.Console.pl Maint::Ticket::EscalationCheck

[wurzel]

Hi,

This seems to be OTRS Advanced Escalations. Right? You should ask the vendor xxx

Flo

[jojo]

Check the calendar assigned to the SLA