Hi,
There perhaps a guide on how to setup a calendar for a SLA correctly and working? Does it also depends on a certain version?
We have setup one with working hours from 8 - 5...but SLA still counts outside those specified hours..
SLA Calendar
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reneeb
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Re: SLA Calendar
Which version of OTRS do you use? Can you show us how you configured the calendars exactly? When does the ticket escalate? What do you expect instead?
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Re: SLA Calendar
OTRS 3.1.4.
Configure the calendar under SysConfig -> Framework -> Core:: Time:: Calendar1. Tick the office hours and days. Then on my SLA I choose the Calendar1.
On my SLA I got Escalation as 240 minutes. But lets says the ticket gets assigned to agent Friday 4 pm and office hours are till 5 pm and come Monday it would have counted all the hours even weekends as escalation minutes where its suppose to only count 5 pm and from Monday morning 8 am etc
Configure the calendar under SysConfig -> Framework -> Core:: Time:: Calendar1. Tick the office hours and days. Then on my SLA I choose the Calendar1.
On my SLA I got Escalation as 240 minutes. But lets says the ticket gets assigned to agent Friday 4 pm and office hours are till 5 pm and come Monday it would have counted all the hours even weekends as escalation minutes where its suppose to only count 5 pm and from Monday morning 8 am etc
Re: SLA Calendar
Can you also tell me what does "Type" refers too when creating a SLA?
I see there is -> Errors, Other, Availability, Response Time ?
I see there is -> Errors, Other, Availability, Response Time ?