Hi, Henry: El Miércoles, 2 de Julio de 2008 04:48, Henry escribió:
Hi All,
I have a question with escalation.
This is my settings for one queue:
*First Response Time: 1440 (24h) **Update Time: 2880 (48h) **Solution Time: 4320 (72h)
*The system open a ticket on 01.07.2008 22:36:39 and the times are showing as below *First Response Time:* 43 hours 20 minutes 03.07.2008 19:00 *Update Time:* 137 hours 20 minutes 07.07.2008 17:00 *Solution Time:* 183 hours 20 minutes 09.07.2008 15:00
Its completely wrong! Anyone have some tip?
I bet OTRS is counting "labour hours": if you have defined a "typical" 8 hour labour day (or it is defined by default somewhere, I don't remember), then it makes sense: 24 "labour hours" is about three days and a half (since your ticket is opened by night), so from 1/JUL to 3/JUL; then 48 hours is about six days (so from 1/JUL to 7/JUL) and 72 hours are nine days (from 1/JUL to 10/JUL).