Bug Fixes

VIP Score Calculation Now Fully Respects Working Hours

Fixed an issue where the VIP score calculation was using absolute time instead of working hours for teams with Working Hours configured. This caused tickets created within working hours to appear less urgent than they actually were, leading to inconsistent prioritisation.

Example: Friday 4pm Ticket

Scenario: Your team has Monday-Friday 9am-5pm working hours configured. A ticket arrives on Friday at 4:00pm with a 4-hour SLA deadline.

Before (Incorrect Behaviour):

• Ticket created: Friday 4:00pm
• SLA deadline: Monday 12:00pm (4 working hours: 1 hour Friday + 3 hours Monday)
• Bug: System counted 68 absolute hours (Friday 4pm to Monday 12pm including entire weekend)
• Result: VIP score was lower than it should have been, making the ticket appear non-urgent

After (Correct Behaviour):

• Ticket created: Friday 4:00pm
• SLA deadline: Monday 12:00pm (4 working hours: 1 hour Friday + 3 hours Monday)
• Fix: System correctly counts only 4 working hours (excluding weekend)
• Result: VIP score is appropriately high, reflecting genuine urgency

Upgrade Notes

• No Action Required: This fix is fully automatic and backward compatible

• Expected Change: You may notice VIP scores adjust upward for existing tickets created within working hours (especially near end of day/week) - this is the intended correction