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Holiday issue recalculating SLA

Discussion in 'Using Kayako Classic' started by Jan-Willem Beck, Jul 14, 2017.

  1. Hi there,

    I've tried searching for an answer here and with Google to the following problem. Today France has a national holiday (Quattorze Juillet).

    The schedule is set to open at 09:00 and closed at 21:00 from monday to friday. Weekends are closed.
    The SLA plan is set to 24 hours and is connected to the above schedule. So a ticket should be answered within 2 days.
    I have added the holiday to the holiday table with the date july 14th.

    Somehow the SLA calculation isn't taking into account the holiday. A ticket created today should have an SLA for tuesday July 18th 21:00. However I just noticed a ticket from today 14:44 has a due date for tuesday july 18th 18:00 hours.

    Another ticket created on july 12th at 16:00 hours has a due date for today 16:00 hours and just escalated.

    We're using Kayako 4.67. What am I missing? Is this a bug?

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