Infos:
- Used Zammad version: 6.2.0-1711375558.ce1240f3.focal
- Used Zammad installation type: Zammad Package
- Operating system: Ubuntu 20.04.6 LTS
- Browser + version: Chrome Version 124.0.6367.63
Expected behavior:
We have configured SLA for First Response Time : 00:15 Hrs (15 minutes) with the Filter Ticket → State is new, open, and the default calendar is used i.e. 09:00-17:00.
It indicates that any tickets opened during the working hours, having state new or open and not responded with in the 15 minutes of creation time will be considered as Escalated, an escalation email should be sent after the SLA breach and in the DB table (tickets), the first_response_escalation_at column should be set to the escalation timestamp i.e. ticket creation timestamp + 15mins.
Actual behavior:
We have configured SLA for First Response Time : 00:15 Hrs (15 minutes) with the Filter Ticket → State is new, open, and the default calendar is used i.e. 09:00-17:00.
Any tickets opened during the working hours, having state new or open are immediately escalated, an escalation email is sent right away about the SLA breach and in the DB table (tickets), the first_response_escalation_at is set start of working hour timestamp +15 mins i.e. 2024-04-30 09:15.
Steps to reproduce the behavior:
1- Configure an SLA as per mentioned time durations i.e. First Response Time : 00:15 Hrs (15 minutes) with the Filter Ticket → State is new, open, and the default calendar is used i.e. 09:00-17:00.
2. Create a new ticket.
3. It will be directly escalated and in the DB table (tickets), the first_response_escalation_at is set start of working hour timestamp +15 mins i.e. 2024-04-30 09:15
Additional comments:
The time zone for Zammad and for the DB (PostgreSQL) is same. I am not sure if the issue is related to Calendar, Time zone or some internal bug.