Cannot set accruate due times

[ecornet]

I have tried setting a due time on a test ticket to see if it works. Of course it dosn't. This is the senerio:

Created a ticket with a functioning SLA timeline (tested from before on another ticket) (SLA time 4 hours)

manually editing the due time for the ticket to 1 hour (so OVERDUE at 10am as opposed to 2pm)


When i select and submit the due time at 10am, the ticket returns 5am and sets as OVERDUE (now being 9am)

I have tried multiple times to change the time with no luck even removig the SLA function from that ticket and it STILL sets the time at 5am.. what is the deal?

[ecornet]

This is the audit log for the ticket:

SLA plan set to: L1 Resolution Critical 21 Feb 2008 09:22 AM 25m48s System
Setting due time to: 21 Feb 2008 01:22 PM 21 Feb 2008 09:22 AM 25m48s System
New ticket created by sfadf 21 Feb 2008 09:22 AM 25m48s Client
Ticket owner changed from: -- Unassigned -- to: admin 21 Feb 2008 09:22 AM 25m48s System
Ticket due time set to: 20 Feb 2008 07:00 PM by: admin 21 Feb 2008 09:22 AM 25m48s System
Ticket due time set to: 21 Feb 2008 02:00 PM by: admin 21 Feb 2008 09:22 AM 25m34s admin (Staff)
Ticket due time set to: 21 Feb 2008 05:00 AM by: admin 21 Feb 2008 09:23 AM 25m6s admin (Staff)
Ticket due time set to: 21 Feb 2008 05:00 AM by: admin 21 Feb 2008 09:23 AM 24m33s admin (Staff)
Ticket due time set to: 21 Feb 2008 05:00 AM by: admin 21 Feb 2008 09:24 AM 24m0s admin (Staff)
Ticket department changed from: VoiceWay Support Level 1 to: VoiceWay Management 21 Feb 2008 09:25 AM 23m5s Escalation
Ticket status changed from: Work in Progress to: SLA Failure 21 Feb 2008 09:25 AM 23m5s Escalation
Ticket due time cleared by: 21 Feb 2008 09:25 AM 23m5s Escalation
Ticket escalated under rule: L1 Resolution Critical 21 Feb 2008 09:25 AM 23m5s Escalation
SLA plan set to: VoiceWay Supervisor Outstanding 21 Feb 2008 09:25 AM 23m5s System
Setting due time to: 21 Feb 2008 11:25 AM 21 Feb 2008 09:25 AM 23m5s System
Ticket due time cleared by: admin 21 Feb 2008 09:25 AM 22m59s admin (Staff)
Ticket department changed from: VoiceWay Management to: VoiceWay Support Level 1 21 Feb 2008 09:25 AM 22m59s admin (Staff)
Setting due time to: 22 Feb 2008 07:25 AM 21 Feb 2008 09:25 AM 22m59s System
Ticket due time set to: 21 Feb 2008 05:00 AM by: admin 21 Feb 2008 09:25 AM 22m14s admin (Staff)

[ecornet]

Ok so i think i just encountered a serious bug..
So it seems that if you have the Timezone set (for me it is -5 hours EST) it correctly displays the Due time on creaton of the ticket (eg 10am)
If you change this time, say 15 minutes into the future (10:15am) and then select submit. The system REMOVES the hours linked to the timezone (10:15 - 5 hours = 5:15)
SO the way to get around this is to make a custom due time, and the add (or subtract) your timezone.. GOD!
Please tell me there is a way better way of doing this

[duplex]

yes -i'm having the same problem too... so glad i found your post cause i couldn't figure out what was happening.

when you say "custom due time" you mean add 5 hours on your own right? as opposed to some sort of custom due time thingy in the admin.

[ecornet]

yes, If i want to make something due at 4pm I have to set it to 9pm...

this is a confirmed bug now. it's in the bug tracker