OTRS EscalationSuspend Feature Add-on configuration

[otrsgsy]

Could someone please advise if the EscalationSuspend feature add-on is meant to 'stop' the First Response/Solution Time timers when a ticket has a state that has been configured in the EscalationSuspendStates?

I think I have followed the documentation however our escalation timers seem to add on the relevant length of the queue escalation and then continue to count down when one of the EscalationSuspendStates is selected for the ticket.

This is what I have configured:

1. OTRSEscalationSuspend package is installed.
2. EscalationSuspendStates configured for all pending states.
3. Renamed the /otrs/var/cron/pending_jobs.dist file to /otrs/var/cron/pending_jobs.
4. Updated the crontab file for the otrs user as:

*/10 * * * * $HOME/bin/otrs.PendingJobs.pl >> /dev/null

I have checked the sys.log and can see the PendingJobs running every 10 minutes and the RebuildEscalationIndexOnine running every 3 minutes.

Any help would be appreciated.

Thanks, Dan

[crythias]

Since you should only have that module by purchasing support, you may have better luck directly contacting the vendor for usage assistance.

[otrsgsy]

You are correct we do have a support contract, however only the basic level with 20 requests and I didn't want to use it up if someone already had the experience with the add-on.

[crythias]

OK. Though if you anticipate 20 paid support requests being used by your organization within your support contract time limit, you probably didn't buy enough. :)

On topic: I don't know what this module does, I haven't purchased support, and most of the people who hang around here are people seeking free answers, not providing them. You might get lucky, though. :) But if you hear crickets, it's probably not worth bumping this post.

[otrsgsy]

I have just logged into the OTRS portal and checked the FAQs and spotted the following which may be useful to other users as it is not mentioned in the documentation.

'Escalation suspend only applies to valid and configured states and to the Update Time.'

I can confirm that my installation will indeed stop the Update Time when a configured pending state is selected. Unfortunately we made the decision not to use the Update Time escalation for our solution!

I will provide an update once I hear back from OTRS support as I think it could benefit other users.