Consecutive escalations and pending reminders

Hey guys,

in the official Zammad Admin documentation ( it says

Only in the specified business hours, escalation notifications are sent to agents.

This is true for the first day - but all consecutive notifications regarding escalated tickets or tickets with pending reminder will always be triggered around 02:00 am each day. I would expect them to be sent 24 hours after the originally specified date/time. Or at the beginning of the next business hour timespan.

Is this intended behaviour?

Consecutive escalation notifications completely ignore any defined calendar or business hours. They just trigger everyday at 02:00 am and send emails to agents during the weekend… :-1:

good point, I noticed that too and will discuss this with the devs. :slight_smile:

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This is a bug that hopefully gets adressed soon!
You can find the issue here:

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