Escalation time not updated

[kazevil]

Hi all,

I'm trying to use the escalation features on the tickets, but nothing shows up.

Here is what I tried:

• Define 10 as value for the parameter "Escalation - update time (minutes):" for one of my SLA
• Define 10 as value for the parameter "Escalation - update time (minutes):" for one of my queues
• Run on the server the command "$HOME/bin/otrs.GenericAgent.pl -c db"

The issue is even if I have some tickets, which should show up as Escalated on the Dashboard or in the Escalation View, I don't get anything!

I checked out the field escalation_time in table ticket in the database and all tickets equal to 0

Code: Select all

mysql> select distinct escalation_time from ticket;
+-----------------+
| escalation_time |
+-----------------+
|               0 | 
+-----------------+
1 row in set (0.00 sec)

mysql> select count(*) from ticket;
+----------+
| count(*) |
+----------+
|     1246 | 
+----------+

Do have any idea why my escalation time is not updated?
Do I missing a step?

Thanks for the support

Regards

David