Trouble with SLAs and Business hours

I am doing some testing on a test queue setting up SLAs and using Business hours for those. I have been receiving e-mails on 1 ticket (out of 3) every hour but the e-mail doesn't stop after hours as I would expect. The ticket for which I get SLA e-mails has a priority of High, I also have two other tickets with a priority of medium but have not received any e-mail on those.
Here are the settings: 


Is there more to setting up SLAs that I haven't setup? Based on my settings I was expecting e-mails on all three tickets I have every hour until 16:00 and then stop until 8:00.
Any ideas? something I might be missing?


1 Comment   [ + ] Show comment
  • I think that maybe working time functionality does not apply to the alerting and the fact that "use business hours" appears next to the alert option is maybe misleading. The manual states to enter a '0' value if you just want a single alert, that might be a better option for now - Hobbsy 5 years ago

Answers (0)

Be the first to answer this question

Don't be a Stranger!

Sign up today to participate, stay informed, earn points and establish a reputation for yourself!

Sign up! or login


This website uses cookies. By continuing to use this site and/or clicking the "Accept" button you are providing consent Quest Software and its affiliates do NOT sell the Personal Data you provide to us either when you register on our websites or when you do business with us. For more information about our Privacy Policy and our data protection efforts, please visit GDPR-HQ