Huge escalation time

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jrsanche
OTRS newbie
Posts: 18
Joined: 26 Jul 2011, 19:14
OTRS Version?: 5.0.22
Real Name: Juan Ramón Sánchez

Huge escalation time

Post by jrsanche » 23 Mar 2012, 13:40

Hi,

We've observed in our dashboard that a ticket has a huge escalation time: 370117 hours and 24 minutes (more than 42 years). I don't know how it happened. Everything seems fine with the ticket but that. I've had a look in ticket table and seen these time values:

timeout: 1332495199
until_time: 0
escalation_time: 1332422676
escalation_update_time: 1332422676
escalation_response_time: 0
escalation_solution_time: 0
create_time_unix: 1332415476

Translated to datetime:

timeout: 2012-03-23 10:33:19
until_time: 1970-01-01 01:00:00
escalation_time: 2012-03-22 14:24:36
escalation_update_time: 2012-03-22 14:24:36
escalation_response_time: 1970-01-01 01:00:00
escalation_solution_time: 1970-01-01 01:00:00
create_time_unix: 2012-03-22 12:24:36

Seems that those 42 years are those from 1970 to now, so maybe one of the zero values should not be there. But I don't know how it got there. Is there any way to prevent this from happening?

Thanks in advance,

Juan Ramón
OTRS 2.4.9
OTRS::ITSM 2.1.1
OTRS 5.0.22 on CentOS release 6.9 with MySQL
and
OTRS 3.1.2 on Linux Red Hat 6 with MySQL

micshi
OTRS wizard
Posts: 191
Joined: 05 Jul 2011, 16:10
OTRS Version?: 3.2.2
Real Name: Micshi
Location: Beijing
Contact:

Re: Huge escalation time

Post by micshi » 27 Mar 2012, 07:12

Hi,

Maybe your issue was cause by zero escalation time of queue or SLA.

Try to set non-zero value for all escalations, include first response time, update time and solution time.

Thanks,

micshi
OTRS 3.2.2, ITSM 3.2.2, SystemMonitor
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