Huge escalation time

[jrsanche]

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

[micshi]

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