Infos:
- Used Zammad version: 7.0.0.6e4cf99565.saas, trial account
i,
I’m trying to understand the SLA in Zammad.
I have created some SLAs, along with their calendar. Business hours 08:00-17:00. Prio 2 ticket: 1 hr first response time, 4 hrs solution time.
As a customer, I created a prio 2 ticket at 16:40. Ticket history shows me that escalation at first response time is next day 08:00. I don’t understand this one. I would expect 08:40 next day (20 minutes left till 17:00, and then still 40 minutes to go as from start of business hours next day). What is the logic behind this?
Secondly, as Agent I created a public article on this ticket at 17:08 (so that is within the first response time), and also set the ticket in a state that ignores escalation. My expectation is that clock stops as from that moment for the resolution time: I fulfilled for the first response time (< 1 hr), and resolution time now cannot be calculated since I’m waiting for a customer reply. However, as a customer I replied at 11:14 next day. State is back on open automatically, and now escalation at first response time is also updated to 12:14. So the target for the first response is assigned again? I would think that I have already done the first response.
Calculation for resolution time seems to be calculated correctly: 15:14, so 11:14 + 4 hrs.
I tried to find this in documentation, but was not able to find it.
Kindly point me out the documentation where this is described, or elaborate on it in this ticket.
Thanks in advance for your support!