SLA Calculation

[bambang]

Infos:

Important:
If you are a Zammad Support or hosted customer and experience a technical issue, please refer to: support@zammad.com using your zammad-hostname / or company contract.

• Used Zammad version: 2.4.x
• Used Zammad installation source: package
• Operating system: Ubuntu 16.04
• Browser + version: Chrome + 66.0.3359.117 (Official Build) (64-bit)

Expected behavior:

• Ticket escalated after 2 hours from ticket creating

Actual behavior:

• Ticket will escalated in 11 days

Steps to reproduce the behavior:

• create SLA condition for 2 hours on first response
• Create ticket
• Ticket show 11 days escalation

[dvnkln]

Hey @bambang,

did you check your business hours inside your calendar?

cheers

[bambang]

Hi,

we set Business hour 09:00 to 17:00, and ticket created at 14:03