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@MyvTsv MyvTsv commented Jan 15, 2026

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Description

  • It fixes !40374
  • When an SLA has an escalation level that must be executed before the end of the SLA, and a calendar with multiple segments is associated with it, the calculation of the escalation level execution date is incorrect.

The execution time was systematically set to 00:00, instead of following the schedule defined by the calendar.

Example

  • Calendar: Monday to Friday, from 08:00 to 18:00
  • SLA (TTO): 4 hours duration
  • Escalation level: triggered 1 hour before the SLA deadline

Case 1 — Ticket created on Monday at 10:00

SLA deadline: Monday at 14:00
Escalation execution: Monday at 13:00
✅ Expected and correct behavior

Case 2 — Ticket created on Monday at 17:00

Remaining time on Monday: 1 hour (until 18:00)
Remaining time carried over to Tuesday: 3 hours
Expected SLA deadline: Tuesday at 11:00
Expected escalation execution: Tuesday at 10:00

❌ The escalation level is executed on Tuesday at 00:00, instead of 10:00

@MyvTsv MyvTsv self-assigned this Jan 15, 2026
@MyvTsv MyvTsv requested review from Rom1-B and stonebuzz January 15, 2026 10:26
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