SLAs broken? Escalations outside of business hours and after first response met

Technical assistance
1
  • Used Zammad version: 7.1.3-1787900513.d20f98a.ubuntu24
  • Used Zammad installation type: Source
  • Operating system: Ubuntu Server 24
  • Browser + version: Chrome Latest

Expected behavior:

SLAs to work as specified - SLAs and Escalations | Zammad Features

Actual behavior:

Escalations happening outside of define business hours.

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Tickets escalated due to missed first response, even though agent has replied to the ticket well before the deadline.

Steps to reproduce the behavior:

Just using the system.

2

We had an issue with reports caused by the Europe/London timezone not being recognised - Could this be related?

3

I’m sorry i cannot be of more help but in my personal opinion the Zammad SLA’s aren’t trustworthy enough if you need a 100% correct behavior.

We tried it at first but quickly stopped when we noticed notifications in seemingly random intervals. Is this business critical for you? Maybe check in with the official paid support to get more information or an actual fix if it’s indeed a system issue.

4

Thanks - We’re looking at paid support next week - Just needed to get the start of the school year out of the way.

5

Just met with Zammad sales about paid support. I mentioned SLAs as a bug we’d want escalated, and they argued that it’s not a bug, but is a misconfiguration.

I’d be interested to see what configuration steps I’ve missed…

6

I’d be interested in the result! Could be useful for us too.