[golon kora]

Hello, OTOBO Community,

I am currently facing an issue with the first response escalation time in OTOBO version 10.0.12. I have set the first response time in the SLA to 15 minutes, but instead of escalating 15 minutes after the ticket is created, the escalation is set to 8:15 AM. Tickets created after 8:15 AM are correctly set with a 15-minute first response deadline.

Here is what I have observed:

The issue started on Saturday, October 1, 2024.
Before this, escalations were working correctly and triggered 15 minutes after the ticket was created.
There seems to be a relevant setting involving the calendar, but I have not made any changes to add this feature, and I have not set a custom calendar.
I checked the logs, but there are no clues as to why the escalation times are not being calculated correctly. Could the lack of a calendar setting cause the first response deadline to be fixed during late nights or weekends?
I would appreciate any advice or suggestions for troubleshooting this issue.

Thank you!

[Autor]

Beiträge