Ticket Escalation: Not working on a Saturday.

[kerryrsmith]

Hi,

I've configured SLA's to use a calendar that's set up for 24 hours a day, Monday to Saturday. I'm receiving ticket escalation notifications Monday to Friday, but I'm not receiving those that should escalate on a Saturday (the ticket history doesn't show that it's escalated until the Monday). My IT team have assured me that the cron job is scheduled for all days of the week. Is there anything else I need to check?

Cheers,
Kerry.

[kerryrsmith]

Could it be due to not having Saturday's configured in "Framework -> Core::Time"?

[wurzel]

Hi,

Bingo. Only working hours are counted and used.



Flo