Hey guys,
in the official Zammad Admin documentation (https://zammad-admin-documentation.readthedocs.io/en/latest/manage-slas.html ) 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…
good point, I noticed that too and will discuss this with the devs.
1 Like
This is a bug that hopefully gets adressed soon!
opened 09:39AM - 31 Jul 18 UTC
closed 07:46AM - 30 Aug 21 UTC
bug
notification
verified
prioritised by payment
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### Infos:
* Used Zammad version: 2.5
* Installation method (source, package, ..): deb
* Operating system: ubuntu 16.04
* Database + version: postgres
* Elasticsearch version: n/a
* Browser + version: chrome
* Ticket: #1077668
### Expected behavior:
* An Escalation entry or an waiting for entry escalated. after that the entry is still in calender on the same date or the entry goes to the next day on the same time or goes to the next day on 8:00 am a clock but not in the night
### Actual behavior:
* An Escalation entry or an waiting for entry escalated. after that the calendar entry goes to the next day at 2:00 am in the night.
### Steps to reproduce the behavior:
* create an ticket and set it to waiting for:
* import ical to outlook
*check the calander:
<img width="214" alt="zammad_ical" src="https://user-images.githubusercontent.com/3693094/43451698-d0ca4284-94b5-11e8-9aca-12fb29dbc4ea.PNG">
* wait to the next day and escalate the ticket.
* resync the calendar
Calendar entry set to 2:00am in the night
Yes I'm sure this is a bug and no feature request or a general question.
1 Like
system
February 8, 2019, 8:37am
5
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