Escaltion showing wrong time in ticket information dashboard

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Mazowinski
Znuny newbie
Posts: 28
Joined: 19 Feb 2018, 14:04
Znuny Version: OTRS VERSION 6
Real Name: Denis Kalega
Company: BRAC Finace Ltd

Escaltion showing wrong time in ticket information dashboard

Post by Mazowinski »

Hello team,

I have set up service level agreement for tickets with the respective first response type, response and solution time. Have configured the right timeworking hours for my calendar but system shows different time on ticket view dashboard different from what i set in the SLA. My first response time is st to 30 minutes but on ticket overview it show 1hour and 42 minutes instead
root
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Znuny Version: Znuny and Znuny LTS
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Re: Escaltion showing wrong time in ticket information dashboard

Post by root »

Hi,

Did you configured your business hours? The calculation take them into account.

- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Use a test system - always.

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Mazowinski
Znuny newbie
Posts: 28
Joined: 19 Feb 2018, 14:04
Znuny Version: OTRS VERSION 6
Real Name: Denis Kalega
Company: BRAC Finace Ltd

Re: Escaltion showing wrong time in ticket information dashboard

Post by Mazowinski »

Yes i configured the time working hours from 8am-5pm
root
Administrator
Posts: 3934
Joined: 18 Dec 2007, 12:23
Znuny Version: Znuny and Znuny LTS
Real Name: Roy Kaldung
Company: Znuny
Contact:

Re: Escaltion showing wrong time in ticket information dashboard

Post by root »

Hi,

The I guess the ticket was created outside your business hours. Your 30 minutes starting at 8am.

- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Use a test system - always.

Do you need professional services? Check out https://www.znuny.com/

Do you want to contribute or want to know where it goes ?
MurugeshOTRS
Znuny newbie
Posts: 3
Joined: 24 Dec 2018, 09:58
Znuny Version: OTRS-6
Real Name: Murugesh
Company: IT

Re: Escaltion showing wrong time in ticket information dashboard

Post by MurugeshOTRS »

Hi,

I am new to OTRS and currently working on OTRS 6.
Even I am facing the similar issue. We have set the Working hours to 24Hrs * 7days.
And have set the first response time , update time and solution time to 1,2 and 3 respectively for testing purpose.

But when a ticket is created, it shows 1hr 42min , 1hr 43min and 1h 44 mins respectively.
Kindly help on priority.

Thanks in advance.

Regards,
Murugesh Anand
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