SLA, escalation - mail notification

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gcekol
Znuny newbie
Posts: 8
Joined: 14 Feb 2013, 10:50
Znuny Version: 3.2.1
Real Name: Goran Čekol
Company: MPR

SLA, escalation - mail notification

Post by gcekol »

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!
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