SLA Calculation


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  • 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

Hey @bambang,

did you check your business hours inside your calendar?



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

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