Hi,
My setup is OTRS 3.0.13. I have configured the calendar for business
hours: 7-17, Monday to Friday. Our standard SLA is 2 business days for
first response (1200 minutes - 10 hours x 2), with notification at 60%.
Creating a test ticket on the standard SLA on Monday 14, 10:45, and
letting it escalate, give this result:
EscalationNotifyBefore sent the 15th, 12:00.
EscalationNotifyBefore sent the 16th, 8:20.
Escalation on the 16h, 9:00.
Creating a test ticket on the standard SLA on Thursday 10, 10:38, and
letting it escalate, give this result:
EscalationNotifyBefore sent the 14th, 8:20.
Escalation on the 14h, 8:40.
First, I'm surprised to see that there are usually 2 notifications. I
don't understand how this is computed, but I think it is a good idea to
have a notification 20 minutes before the escalation when the first
response delay is more than an hour.
However, I don't understand why a ticket with a first response delay
that spans over a week-end doesn't get the 60% EscalationNotifyBefore.
Is this a bug?
Thanks,
Ugo
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