Escalation notification not sent (SLA-based)

[danieldai]

Previously, we were using a queue-based solution time, by setting up a solution time on queue level. All worked fine, solution deadline was calculated correctly, ticket will be escalated when solution time passed and escalation ticket was sent to responsible agent.

When we tried SLA based solution time, all worked fine EXCEPT no escalation notification be sent to anyone (as I see in system log). I searched a lot of threads here with getting this guide below, which works in general but doesn't work for us at all since we configured exactly the same as this guide.

http://www.tomwerf.nl/otrs-tips-tricks- ... calations/

I even tried Admin - Notification (Event) to create a customised notification based on such event as EscalationSolutionTimeStart/Stop/NotifyBy, which doesn't work either. I am so puzzled what's the problem cause.

[danieldai]

Sorry, the guide link should be http://blog.otrs.org/2011/10/17/otrs-ti ... calations/