Not sure if anyone else has encountered this before, but this struck me as particularly weird behavior.
When the generic_agent-database cron job is configured to run, for escalation handling etc, it seems that
the timing system is thrown completely out of wack.
To save myself time and effort I've created a backup of the database and can basically drop and re-create
the database at anytime with no issues. Tickets, queues, escalation rules. All get saved and this makes
my life a lot simpler.
Now when I action a database restore, so now I have a clean start. I'll have the default welcome ticket,
all my agents, queues, escalation rules the whole shebang. Prior to the restoration OTRS/Apache was stopped,
the relevant config files modified (using only the Generic Agent Database), restored the database,
then restarted OTRS/Apache server.
I've done an stock standard installation of an Ubuntu Server 10.10 LAMP server. Set up ntp type to sync with
local time servers, given a static IP address and run through the installation to basically get me to the first
point in my config. Then added all the configurations that I needed without populating the system with ticket.
At this point I did the backup of the database, only the OTRS database.
My question is this, why when I utilize the generic_agent-database cron job my tickets escalate at the wrong
times? And when the tickets do escalate the indicated time is completely wrong?
Just for example the welcome ticket gets escalated to something like 355000 days, which works out to something
like 40 years
Considering OTRS has just turned 9 I would say something isn't exactly spot on.My only thoughts on this are either the databases time isn't getting transformed properly when queried from the
database thus leading to a malformed time, the script isn't interpreting the time properly, or my database has
the wrong time.
Now to overcome this problem I've just used the generic_agent cron job instead. Not a problem really, but it was
quite a surprise to see that all my escalations where screwed up, and no amount of configuration on OTRS would
fix the issue. Then again I didn't have the most amount of time to mess around to get this working but this did
strike me as very odd indeed.
Please does anyone have any suggestions, or a fix for this problem?
Thanks in advance.
Ubuntu 10.10 64bit 2.6.32-21-server
MySQL Ver 14.14 Distrib 5.1.41
OTRS 3.0.6