[solved] Issues understanding escalations

[hkais]

Hi there,

I am having an issue with understanding escalations.

I have a ticket
arrived at 5.may 22 at 14:16

my business hours are set to 08:00 - 20:00 for Mo-Fr

SLA defined with
first response: 1440
update time: 1440
solution time : 2160

my above named ticket has this info:
First Response Time: 20 h 36 m / 05/09/2022 12:16
1. it looks somehow the time uses UTC for the calculation and secondly it is of by one if I am calculating it properly

my expectation would have been to have a escalated ticket
at 6.may 22 at 14:16 for the first response time

See the ticket history for maybe more clearance?

any idea what I am doing wrong here?
Even if I consider the assignment done to a specific solver about 10 minutes later, I would have expected to get the first response time escalated at 6.may 14:25

[skullz]

1. Share your calendar (Xore > Time > CalendarX) setting hour ?
Did you tick 8 untill 20 ?
If yes, that means 8.00 untill 20.59 which is 13 hours per day

Based on above,

2. SLA Response Time: 1440 minutes = 24 hours
3. Business hour
- monday to friday
- time set in calendar = 08:00 to 20:59 = 13 hours per day

05/05/2022 14:16 to 20:59 ( SLA = 6 hours 44 minutes )
06/05/2022 08:00 to 20:59 ( SLA = 13 hours 00 minutes )
07/05/2022 - skip (non business day)
08/05/2022 - skip (non business day)
09/05/2022 08:00 to 12:16 ( SLA = 4 hours 16 minutes )

**Total SLA = 24 hours,
**Based on setting above, this should be correct as per no 2.

[hkais]

1. Share your calendar (Xore > Time > CalendarX) setting hour ?
Did you tick 8 untill 20 ?
If yes, that means 8.00 untill 20.59 which is 13 hours per day

Hi skullz,

thank you!

it was not clear to me that the escalation times are calculated by business hours.
It makes sense to do it that way

But it would be helpful to add a note at SLA level to refer to this fact.
We discussed in the team an none came to the point that it could be calculate based on the business hours.

Shall I add a feature request for this minor change?