ITSM First Response Time not following calendar

[IcarusNM]

Were any bugs related to the First Response Time fixed between ITSM 3.0.9 and 3.0.11?
I have an SLA defined with a Calendar of 7am-6pm and :

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Escalation - first response time (minutes): 60

A ticket came in last night after hours, around 10pm. This morning at 7:15am I assigned it to this SLA, and it showed:

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First Response Time:
-8 h 15 m
01/18/2012 22:39

The clock should start at 7am, so it's only 15 min into a 60 min commitment. I expect it to show +45min left on this counter, not -8h15min. This is OTRS+ITSM 3.0.9.

[IcarusNM]

Also, the First Response Time is starting at 240min instead of the 60min which I have set in the SLA, even during calendar hours. I should never see this counter be higher than 60 minutes, right? It's starting at +4 hours.

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First Response Time:
3 h 49 m
01/19/2012 15:00

I have double checked our timezone settings for the calendar, and it is correct. We are at GMT -7 anyway, not -4 or anything similar.

[jojo]

so is your server time set to GMT?

[IcarusNM]

so is your server time set to GMT?

No, it is also set to MST = GMT-7.

Also does OTRS round everything up to the nearest hour? I now see a new ticket on an SLA with ResponseTimeSLA of 120, and its counter started at 2h15min... to 16:00, which is at least much closer!

[jojo]

if your server time is set to local time you need to leave the time at the Calendar set to a 0 offset!

[IcarusNM]

if your server time is set to local time you need to leave the time at the Calendar set to a 0 offset!

Thanks! That's set now and I'll see how this goes.