Service Level Agreement (SLA) fires too soon [SOLVED]

[jrsanche]

Hi,

in OTRS 5, I've defined an SLA like this:

Type: Availability
Escalation - first response time (minutes): 0
Escalation - update time (minutes): 180 (Notify by 50%)
Escalation - solution time (minutes): 0
Minimum Time Between Incidents (minutes): 0
Validity: Valid

Sometimes happens that just after a customer follow-up a ticket escalates. Here is the sequence in a ticket: the agent closed the ticket at 8:57. The customer follows up at 10:08 and the escalation notification is sent at 10:20:04, just 12 minutes later. The details in the history are:

03/11/2016 08:57:41 AddNote Added note (Close) Agent
03/11/2016 08:57:41 SendCustomerNotification Notification sent to "xxxxx@ual.es". Agent
03/11/2016 10:08:05 Lock Locked ticket. Admin OTRS
03/11/2016 10:08:05 Misc Reset of unlock time. Admin OTRS
03/11/2016 10:08:05 StateUpdate Old: "closed" New: "open" Admin OTRS
03/11/2016 10:08:05 FollowUp FollowUp for []. Admin OTRS
03/11/2016 10:08:05 SendAgentNotification "Ticket follow-up notification (locked)" notification was sent to "xxxxx" by "Email". Admin OTRS
03/11/2016 10:20:01 EscalationResponseTimeStart Escalation response time in effect Admin OTRS
03/11/2016 10:20:01 EscalationUpdateTimeStart Escalation update time in effect Admin OTRS
03/11/2016 10:20:01 EscalationSolutionTimeStart Escalation solution time in effect Admin OTRS
03/11/2016 10:20:01 EscalationResponseTimeNotifyBefore Escalation response time forewarned Admin OTRS
03/11/2016 10:20:01 EscalationUpdateTimeNotifyBefore Escalation update time forewarned Admin OTRS
03/11/2016 10:20:01 EscalationSolutionTimeNotifyBefore Escalation solution time forewarned Admin OTRS
03/11/2016 10:20:04 SendAgentNotification "Ticket escalation notification (locked)" notification was sent to "xxxxxxx" by "Email". Admin OTRS

Could anyone explain why this is happening? Is there any other configuration options I should check?

Thanks in advance,

Juan Ramón

[jrsanche]

This seems to be a bug, fixed in version 5.0.10 (mine was 5.0.8 ):

Bug 11783: https://bugs.otrs.org/show_bug.cgi?id=11783