The escalation times we set with the SLAs suddenly no longer work. The setting ran optimally for months without any problems. Since this week, Monday 12.02., the escalation times have been completely spinning. Instead of 24 hours or 48 hours as set, some tickets are only escalated after 3 days or 5 days. It is also noticeable that the escalation time is ALWAYS set to 00:00.
Nothing has been adjusted in the settings.
Was there a restart of Zammad here, which broke the whole thing?
Are there others with this problem?
How can we fix the problem?
Greets,
Dom