wrong SLA solution time calculation

[cauasousa]

Hey guys,
It's been a few days since I identified a possible problem in calculating SLA hours.

My znuny application is configured with a calendar with working hours from 8AM to 7PM. All SLAs have the same calendar/working hours and are marked to send warning notification when reaching 50% of the solution time

However, a ticket was created after 7PM, with the service configured with a 4-hour SLA.

ticket was created at 07:39PM and at 08:35am the next day the escalation warning alert was sent, after 30 minutes at 09:00am the escalation started counting. The attendant put the ticket into service at 8:31 am and closed at 10 am.


From my knowledge, the SLA should only be counted during working hours, correct? Can anyone help me with this?

[Johannes]

H,
correct SLAs should start counting at "Office" hours only. Those are defined in the calendar.
To resolve your problem, we need screenshots / infos from:
- SLA itself
- Calendar settings from the sysconfig (incl. the timezone)
- Ticket history

In your example, from all I can tell at the moment:
- Escalation should start: 08:00 AM in the morning and escalate at 12:00
- 50% would be alert at 10:00 AM

The escalation check runs every 5 min (Daemon::SchedulerCronTaskManager::Task###EscalationCheck)

My guess is, that there is something off with the timezone.

Regards
Johannes

[cauasousa]

Good morning, Johannes. I was able to identify the SLA problem. Some calendar settings were configured but not applied in the system, causing this problem. In any case, I appreciate your help in dealing with it.