Escalation problem.This no work.

[washide]

Hello in otrs 4.0.16,
I 've got in queues escalation times like on attachment below:

Puste_zawartosci_FirstResponseTime_UpdateTime_SolutionTime_manage_queues.PNG

But it doesn't work escalation . I have found that in ticket view there ara no value in escalation time.I don't undestand why it is empty.
The short ticket view have been show bellow:

Puste_zawartosci_FirstResponseTime_UpdateTime_SolutionTime_to send.png

[RStraub]

Okay, so you have defined a SLA. Do you actually attach them to the tickets?

Easiest to do so would be an all-matching postmaster filter.

[washide]

Do you mean this as bellow?

Notif_managment.PNG

Przechwytywanie3.PNG

or Generic Agent?

thank you.

[washide]

GenericAgent has not catch events on queue which i had set queue

GenericAgent.PNG

[RStraub]

No I mean:

When you create a ticket it has no SLA by default (unless you configure it so). If there is no SLA, OTRS does not calculate an escalation time.

Do you somewhere in your system qualify tickets to have a SLA? This is most likely done as postmaster filter, but can of course be done manually or via generic agent.

[washide]

I don't have SLA configured in our OTRS now and services too . I have thought that i don't need SLA for configuring escalation in otrs 4.0.14 for usually ticekting without services .I have seen in admin dasboard -> ticket setting there is possibility configure SLA with its own escalation configuration but i dont have configured it.

I have inherit otrs ver 3.x.x from my frined and after ubgrade to 4 escalation no work but probably was working before but i cant see that SLA is configured.Ticketing system work properly but escalation is welcomed.

>Do you somewhere in your system qualify tickets to have a SLA? This is most likely done as postmaster filter, but can of course be done manually or via generic agent.
so i dont have.

Thankyou

[washide]

I have chacked sysconfig again and i switch on :
Kernel::System::Ticket::Event::TicketEscalationIndex

escalationindex.PNG

After it above in Dashboard of Agent -> Stutus View :Open ticket -> First Response Time , Update Time , Solution time are changing.

escalationindex1.PNG

I can't still send notification about finished reponse time using susbsystem notification or genericagent. I think that filters don't catch events contected to escalation seting in queue.

On the other hand:
I configured Calendar to but i cant see event of this ticket inside calendar.I 've configuret two dynamic field and i have add it to queue.

[washide]

A Little bit better but still not nice.

Using Generic Agent i am able to select tickets with escalation first response time using (select tickets by filter) and of course this job in generic agnet can't be run by event EscalationResponseTimeStart but hourly .
For selected tickets Generic Agent change the status of ticket to "pending reminder". After this via crontab .. otrs.PendingJobs.pl send notification about "Pending reminder" to Agents - it is possible to do this by notification managment.
For me what i do is strange way .So my questions are:


1.) Why in notification management i can't catch tickets by event EscalationResponseTimeStart (after fitrs response time reached)?
2.) Why GenericAgent can't be triggered by event EscalationResponseTimeStart becouse empty result of job( i can see that is possible to choose ) but i do like bellow ?
3.) In history of the ticket i can't see that ticket first resonse time reached - anyway no event , mabybe event not apearitself .

wysinek.PNG