Question about Min Time Between Incidents

[rcruise]

Hi guys

We're currently implementing OTRS as a way of supporting customers and I've got a few questions about setting the Minumum Time Between Incidents (MTBI) in the SLAs. Before I start I'll give you some background.

We've set up some SLAs with different services and response times etc. Each customer will be signed up to the services corresponding to their SLA, which causes the SLA to automatically be selected when they create a ticket. I've been raising some tickets on the system to make sure the escalation times were correct.

One thing I've noticed is that the MTBI doesn't seem to have much of an effect on the escaltion time. I've read and re-read the manual but there is very little info on it, so I want to run it past you guys to see what you think.

My understanding is that if the escalation time were 3 hours and MTBI was 1 hour, then if a customer raised 2 tickets at 9am, one would escalate at 12pm and the other at 1pm. Is this correct or have I misread it?

The problem we're having is that the escalation time is 3 hours no matter how many tickets a customer has raised. I've got the escalation times in the queues set to 0 so that shouldn't be affecting it, and the SLA is definitely being applied to the ticket.

Am I missing something, is there something else I should configure, or have I just completely misread what the MTBI is?

Thanks,

Richard

[jojo]

the value is jaust used for information and has no technical effect

[rcruise]

Damn, I was hoping I was just doing something wrong.

Thanks for the help jojo, we'll just have to look into something else