Hello there!
I'm newbie here also in OTRS, a couple of months ago I configured a server, then started using it.
I was not using it with an external mail. This week I configured the email then noticed the opened tickets by email, does not respect the working time.
I mean if a ticket is opened in the end of the working time in the end of the day, or after that, it will be with negative time to solve, next business time, like it was not stopped.
I dont know if that make sense, I wold expect it to have the solve time 0 until an attendance get it.
I believe the working time is ok for the queue, the tickets that are coming from email, they are with "not classified" type, and maybe they are getting some default time from core to respond it. I really do not know.
Sorry, I dont know how to research it.
Maybe a step by step for working time calendar, I know I'm missing something.
I really appreciate any help!
Thx in advance
Calendar - Working Time
Moderator: crythias