Scalation Setup

[jmoulinier]

Hi, I use OTRS version 3.1.7 for about 5 month ago without scalation feature. Now I´m trying to configure but I have some problems.

First, I setup scalation time on Queue setting and configure one calendar 8x5, but never the ticket´s state change. Now, I'm trying with SLA configuration but didn't work.

Does the ticket´s state must be changed to "Scalated" when the limit time is reached? right?????

Thanks for help.

[datablitz7]

Escalations are used for notification purposes by definition, however you can use the escalation timer to manipulate ticket attributes using GenericAgent.

If you need to do escalation notifications, you can follow these OTRS Tips&Tricks Article:
http://blog.otrs.org/2011/09/22/otrs-ti ... calations/
http://blog.otrs.org/2011/10/17/otrs-ti ... calations/

Also, in 3.1.x you can set up your own escalation notification by using Notification Events.

If you need to change state to an escalated ticket (for example Ticket State: Escalated), you will need to create this new state and then create a Generic Agent Job that checks for tickets that have escalated and sets ticket state to Escalated. Remember to select all minutes/hours/days for the scheduling, so as to run every 10 minutes, or tailor according to your tastes/needs.

[jmoulinier]

Thx for your help. I´ll read and try

[jmoulinier]

I have a little problems with hours calculation. I setup Calendar and work hour, but if I put 1 Minutes on Queue First Respose time, when a look my new ticket, the field first response time says: 3 h 10 m - 26/11/2012 - 14:01. If i put 1 minute,OTRS translate into 3 hours for my firts response.

I've been trying different minutes, but can not get the appropriate time.

Thanks for the help

[jojo]

the first repsonse time is also dependend on the calendar. Only working hours are counted

[jmoulinier]

Hi jojo. I have configure my working hours from 8:00 to 18:00. But if I put 60 minutos in the Queue config for First responde Time, when I create a new ticket at 9:00, the Response firt time appears for 4:00 hours, instead of: Firts Response time: 10:00. Yeah?. It´s like the system doesn´t identify my working time configuration
Any ideas?.

Thanks.

[jojo]

check if your servers timezone is correct, check if you assigned the correct calendar to the Queue or SLA

[jmoulinier]

Well, I configured in "0" in all my time zones and everything works perfect. I don't know if I misunderstood these parameters

Thanks for the help.

Regards.