Escalated tickets during out-of-office time

[jrsanche]

Hi,

I've observed the following behaviour in OTRS. Let me describe it with the following steps:

1. An agent is assigned a ticket.
2. Afterwards, the agent turns on the out-of-office time. For example, from the present moment to a couple of days after.
3. During the out-of-office time, the ticket is escalated.

Is that the correct behaviour? I'm asking this because I thought that during the out-of-office time tickets wouldn't be escalated.

Thanks in advance,

Juan Ramón

OTRS 2.4.9
OTRS::ITSM 2.1.1

[crythias]

A ticket can't turn off escalation due to an agent. That's not fair to an SLA. The only way to stop an escalation is to make the queue have a time of day calendar.

[jrsanche]

Yes, that makes sense. Thanks for your reply.