Inconsistency in escalated timings

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chetannagaonkar
Znuny advanced
Posts: 148
Joined: 25 Oct 2010, 10:02
Znuny Version: 3.2
Location: Bangalore, India

Inconsistency in escalated timings

Post by chetannagaonkar »

Hello,

I was testing out the system by specifying different escalation timelines. I have set the timings for weekdays from 9 AM to 6 PM. Yesterday, I submitted few tickets after 6 PM to ensure that SLAs are getting calculated correctly. I had specified 5 mins for 1 queue1 and 120 mins for another queue2. The tickets submitted for queue1 at 6:45 PM show 6:50 PM as the escalated time while tickets submitted for queue2 at 6:50 PM show escalated time of next day at 10:50 AM. Has anybody faced such scenario or am I missing something?

Thanks.
Best Regards
Chetan
Best Regards
Chetan
OTRS 3.06
ITSM 3.1
MySQL
Windows 7 Ultimate
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crythias
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Re: Inconsistency in escalated timings

Post by crythias »

Business hours affect escalation, I believe.
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chetannagaonkar
Znuny advanced
Posts: 148
Joined: 25 Oct 2010, 10:02
Znuny Version: 3.2
Location: Bangalore, India

Re: Inconsistency in escalated timings

Post by chetannagaonkar »

You mean that escalations should happen only during business hours, right? I have been testing the tickets and as you have seen I have got correct results for one queue but incorrectly for other queue.

Best Regards
Chetan
Best Regards
Chetan
OTRS 3.06
ITSM 3.1
MySQL
Windows 7 Ultimate
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