GenericAgent settings - "Escalation - Solution Time"

[miskor]

Hello,

I'm having hard time to set GenericAgent to send escalation notes to managers when specific time before or after Solution Time is reached.

Here is an example: priority 1, SLA is set to 24x7 calendar, 4h solution time.

I would like to enter a note every hour after first hour passed and ticket is still open.
Also I would like to send a sigle note after 4 hours is passed and ticket is still open.
(these are two separate jobs)

I do understand that GenericAgent is fired only on 10 min increment, not less.

I've tried many things but "Ticket solution time reached" option of "last" / "before" is not really explained in the manual.

Please help.

BR,
Miodrag

[crythias]

will this help? http://forums.otrs.org/viewtopic.php?f=62&t=5437#p21956

[miskor]

Thanks crythias,

I went thru that post earlier but is not related to my problem - I can get notifications, only they are not generated when expected.

Let me give you simple example: let's create a ticket with SLA 24x7, 4h solution time.

If you set time in GenericAgent "Escalation - Solution Time" as "last 1h" and click on Save button OTRS will display a list of affected tickets and your newly created ticket will be there!

Whatever you set as timeout after "last" your ticket will be affected...

I hoped that "last" will refer to time before expiration of solution time and "before" refers to time after expiration, but it seems that I'm wrong.

In other words, I do not understand how "last" and "before" options work for "Escalation - Solution Time", they are not explained in the Admin Guide.

BR,
Miodrag