[SOLVED]Stop escalation time running out of workings hours

[solown]

Hi,

Currently, I set up escalation time on several queues. The main problem is the escalation time keep running during the night.

For example, if OTRS receives a ticket at 7pm with an escalation scheduled in 1h, the ticket is escalated during the night.

I'm looking for an addon or a setting which makes the escalation time start during the workings hours.

E.g : OTRS receives a ticket at 7pm, 7pm is out of the working hours, the ticket escalation time will start at 8am

Regards,

Solown

[wurzel]

Hi,

usually the escalation times run in business hours.
Can you show your queue + sla + calendar configurations?

Flo

[solown]

Hi,

Sorry for the late response, I wasn't at the office.

I fixed it, I just forgot to change my calendar configurations after the migration to 6.0.

Sorry for this and thanks for your response.


Regards,
Solown