Ticket Escalation outside Business hours

[Burningred]

Hi

I currently have the problem where a ticket is created/logged late in the afternoon/evening during business hours. The following day i return back and realize that the ticket has been escalated already and its well over the assigned time for being escalated.

Is there a method or procedure to pause/halt the ticket during non-business hours so then at the start of the next business day the ticket will resume to count down the time before it is escalated?

[Burningred]

OK i have discovered that if a new ticket that doesn't have an SLA or queue assigned to them, the times are then updated according to business hours once a SLA is assigned to that ticket.
But the ones that do already have SLA's assigned to them counts down during the night and is escalated.
So what i'm effectively trying to find out is how to pause the tickets that have SLA's assigned to them already just before end of day without escalating after business hours.

[crythias]

SLAs have their own calendars... http://forums.otrs.org/viewtopic.php?f=62&t=6337

[Burningred]

Thanks Crythias

What i have done is assign the company calendar to all the SLA's, so effectively the would tickets only escalate in business hours but they dont.
So im not sure if Ive followed the incorrect procedure or method,and if each SLA requires a different calendar to work by.