we have been running Zammad for about 2 months now, Using the 4.1 Version. We are still trying to get know this Software more. We are struggling now to complete some configuration perefencese.
we wanted to set up our SLAs but Zammad seems not being able to realize these set ups!!
i created a new SLA with:
Status - is - open/new
Gruppe - is - *******
Deadline Date - is - ..****
before i save the changes the overview shows already escalated Tickets, so i thought thats a good sign there are already escalated tickts and they will be shown in my ticket overviews under ‘escalated tickts’ but unfortunately that didnt work, the escalation funktion didnt work and i dont know why, i did set up the time zone in the calender and dont know what to do any more!! Do you have a tip for me maybe ??