Pending reminder / auto close due date vs. Calendar

[pekkaar]

Hi All,

am using the Pending Reminder and Auto Close features a lot and it is working fine with 24/7 customers. But I now wanted to use it for a ticket in a queue that does have a non-24/7 Calendar assigned and it seems to ignore the Calendar when calculating the expiration time of the Pending state -- it gives me 24 hours no matter what.

For example today is Friday, and it is 14.30 now. If I set a Pending state to a ticket in a queue with a 09.00 - 17.00 Mon/Fri Calendar assigned, then I expect OTRS to set the expiration date/time to be on the next Monday at 14.30... Instead, it dumbfully sets it to tomorrow -- a Saturday -- 14.30.

Well I would have expected OTRS to honour the Calendar in my Queue, or the SLA I assigned to the ticket.

Does anybody know if OTRS should honour the Caledar / SLA, or is it only me who is having this question?

Cheers,
Peter

[crythias]

It's not just you, but Pending Reminders are oblivious to calendars.