Currently ticket appointments can be created automatically when a ticket is created via calendar management. In calendar management exist the option to filter tickets which creates an appointment and to set Start and end date of the appointment. It would be helpful to get the option to assign the Resource ("Team" and "Agent") for the appointment. Example: calendar for vacation planning Agents request vacation over... more »
Fix precedence on calendar usage when using SLAs.
If an SLA does not have a specific calendar, queue calendar should be used and if not set, use system default workhours/calendar.
Today if an SLA is used and has no calendar, OTRS uses system calendar even is the queue for the ticket has a calendar