Re: [otrs] working hours

Alan McKeown wrote:

Thanks for the quick response. I am not sure what you mean though when you say 'The working hours you set are for your agents, not for your customers'

Could you explain a bit more for me.

Customers are the people creating the tickets, agents are the people taking care of the tickets and making sure the customer's problems are solved. When you set the working hours, you set the working hours for your agents, not for your customers. If you want to differentiate on SLA's you'll need to look at something else than the working hours settings (using different queues, etc.). Nils Breunese.