[SOLVED] OTRS Queue Time Problem or bug

[223roni256]

Hello I got problem with time queue I configure my queue like this:

Unlock timeout minutes: 2880
Escalation first response time: 440 (7h)
Escalation update time: 20160 (60*24*14) 14 days
Escalation solution time: 43200 (60*24*30) 30 days
Notify by all options have default value: „-”

When I send email to Agent connected with that Queue (created ticket). In ticket view I have this time list:

Time to first response: 7h 19 min (ok this 19 minutes for me it’s not problem)
Time to update: 874h 59 min (875 / 24 = 36,41 so 36 days)
Time to solution: 1877h (1877 / 24 = 78,20 so 78 days)

I don’t understand why time is changing in ticket view. Is this business hours problem ?. I didn’t change anything in framework. What is the calculation of time in this case ?

Thank you for your Help.
Regards.
OTRS 3.3.3 on ubuntu 12.04 LTS

[reneeb]

Check what your Calendar3 (this is the standard calendar) looks like in the SysConfig. Your configured 14 days means 14 days in business hours. Given you have 8 hours per day, your configured 14 days really mean 42 days...

[223roni256]

Thank you Reneeb for your help, thank you very much.

If someone have the same problem just search business hours in otrs documentation.
With SysConfig interface in FRAMEWORK > CORE::TIME we can set configuration parameter’s of time. The most important section is at the end FRAMEWORK > CORE::TIME::TIMEWORKINGHOURS where we can set the working hours. We can choose different for every day the default is Monday to Friday from 8 pm to 8 am. The last think is our calendar, for example if we choose calendar for our queue we have configuration options at FRAMEWORK > CORE::TIME::CALENDAR1.

I will be very happy if this help for someone .

Problem [SOLVED]

Regards.