SLAs ignoring working hours

[Nikorag]

Hi,

Our SLAs seem to be ignoring the workinghours set in the calendars and still counting down and even escalating out of hours.

I have found this forum post http://lists.otrs.org/pipermail/otrs/20 ... 26800.html but there was no response. has anyone else had this issue?

Jamie

[reneeb]

Which OTRS version do you use? Can you post more details about your calendar configuration etc.?

[Nikorag]

Hi,

Thanks for your reply.

We are using OTRS 3.1.10, The queue has it's calendar set to just "-" and there are 2 calendars, one set to only 8-18 and one that is 24/7. The two SLAs are set to use these. the 8-18 sla is the one still escalating. I can provide more information if needed.

Thanks again for your response

[jojo]

if the ticket has an SLA the calendar of the SLA is used. Not the queue calendar

[Nikorag]

This is how we want it to work, unfortunately it is not working this way. Is this the case if the SLA is changed after the ticket has been created?

Jamie

[jojo]

this is how it is designed. If a SLA is set, the SLA calendar and times are used.

[Nikorag]

Yes. We have an SLA with a Calendar for 8:00-18:00 set and on tickets where this SLA is assigned it is still counting and escalating outside of these hours.

[jojo]

OTRS version? Any changes or add ons?