We have OTRS 3.0.9 with EscalationSuspend add-on 1.1.3.
The cronjob is present
# every 3 min
*/3 * * * * $HOME/bin/otrs.RebuildEscalationIndexOnline.pl >> /dev/null
But when changing a ticket to any pending state the escalation is not suspended.
Anybody had similar experience? Any ideas where to look, the documentation is straightforward but very "thin".
EscalationSuspend doesn't work
Moderator: crythias