SLA/Escalation Rules not working

[tky]

3.00.90 install.

I have two SLA rules configured - one bumps tickets from a queue's On Hold to Open every 8 hours, the other is supposed to move another queue's On Hold or Closed tickets to Open every hour as I do not want any tickets in this queue to ever be closed or set on hold.

For the most part, the 8 hour refresh rule works. Occasionally it fails for some reason. The second rule to keep all tickets open does not ever work.

Are there known issues with SLA rules not working at all? Is there a way I can enable some form of debugging and see why the rules aren't being parsed? Also, the second rule is in a queue that always has tickets created via the interface - not email. Are SLA rules applied only to email-based tickets?

It would be nice if I could just have a queue with one status: Open. I can't seem to find a way to do this, which is why I'm using the SLA rules (or trying to)

Any input would be greatly appreciated.

[supportskins]

You need to check the following:
- Make sure none of your SLA rules clash with your other existing rules
- You have set a cron on your server to fetch the URL -- http://www.yourdomain.com/cron/index.php

[tky]

Originally Posted by supportskins

You need to check the following:
- Make sure none of your SLA rules clash with your other existing rules
- You have set a cron on your server to fetch the URL -- http://www.yourdomain.com/cron/index.php

Added the cron job, still nothing. Any other ideas? None of the SLA rules conflict.

[supportskins]

If you manually run the URL http://www.yourdomain.com/cron/index.php in the browser, does it execute the SLA rules?

[tky]

Originally Posted by supportskins

If you manually run the URL http://www.yourdomain.com/cron/index.php in the browser, does it execute the SLA rules?

Sure doesn't seem like it. Tickets created show no SLA being assigned according to the plan either.