Hi,
OTRS 2.3.3
One of my SLA has these parameters:
Escalation - First Response Time: 1200 minutes
Notify by: 60%.
I just got this message:
Hi Ugo,
the ticket "2012031436000058" will escalate!
Escalation at: 2012-03-16 10:30:04
Escalation in: 50m
In the ticket, I can see that the First Response Time is in about 50
minutes, and I can also see that it is the first escalation notification
in this ticket.
I thought that I would get a notification after 60% of 1200 minutes: 720
minutes, not 50 minutes.
Any idea?
Thanks,
Ugo
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