I have set SLA and I have set all the settings so I could get mail notifications.
Escalation - first response time (minutes): 15 (Notify by: 50%)
Escalation - update time (minutes): 30 (Notify by: 50%)
Escalation - solution time (minutes): 45 (Notify by: 50%)
I have set the mail settings. I get automatic mail when ticket is created, updated....
I have also uncommented uncommented the 'send escalation notifications' job that comes in /opt/otrs/Kernel/Config/GenericAgent.pm
This is a installation on Windows OS.
Basically, what bothers me is that don't get an email when I should. For instance, when 7,5 minutes are passed I don't get anything.
Please help me how to configure this.
Thank you!
SLA, escalation - mail notification
Moderator: crythias