Infos:
- Used Zammad version: Zammad version 6.2.0-1707209798.85f078b9.bookworm
- Used Zammad installation type: package
- Operating system: Debian 12
Expected behavior:
- When using the settings below, I’m expecting tickets to escalate if they are 3 hours old and I haven’t assigned it / touched it.
Actual behavior:
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I purposely didn’t assign or reply to a ticket that came up last week, as an attempt to learn how the escalation feature works. I’m a one person help desk, so there’s nobody to actually “escalate” anything to, it’s more to keep track of “you did a bad job on these tickets and responded slowly”.
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Strangely, if I set the escalation time to 3 hours, and view this ticket, it says escalation will happen in 22 hours. If I change the escalation time to two hours, it says the ticket is escalated, and the escalation happened 2 days and 17 hours ago.
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When I lower the escalation time to 2 hours to put the ticket into the “escalated” state, if I’m supposed to receive an email notification about this, I am not. Other email notifications have been working.
Steps to reproduce the behavior:
- I don’t quite know how to answer this. I don’t understand the behavior that’s happening, and not understanding the documentation about how SLAs as to why a 2 day and 19 hour old ticket that’s supposed to escalate in 3 hours won’t escalate until 23 hours from now, or why if I lower that timer by one hour it says the ticket had already been escalated 2 days and 17 hours ago.
EDIT:
is this maybe because of setting my “work time” in the schedule, and today being a “holiday” so that the time that this ticket has existed in an unassigned state is not passing?
EDIT AGAIN:
I think calendar hours / holiday was my issue here, and I just happened to have my “I’m not going to respond to this” testing ticket come in right before a weekend / holiday, and about not getting a notification about escalation, I had “Also notify via email” set to “no” for the “Not Assigned” category of Ticket escalation in the “Notifications” screen of my profile, where them not being assigned is the method I’m using to escalate or not.