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SupportSuite, eSupport and LiveResponse Discussion, troubleshooting and feedback related to Kayako's flagship support desk products SupportSuite, eSupport and LiveResponse.
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(#1)
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| Member Posts: 138 Join Date: Apr 2006 | Due Dates? -
08-02-2007, 02:43 AM
How is the due date calculated? I'm seeing weird due dates... I just did a test and it confirms that due dates are currently calculated incorrect. Here is the scenario: SLA is 12 hours Schedule is 9am-5pm every day (8 hours/day) Ticket sent at 10pm Wednesday night Based on my calculations ticket should be due Friday at 1pm because 8 hours of SLA will be used Thursday between 9am&5pm, then the remaining 4 hours of SLA will be used Friday between 9am&1pm. The number of hours between Wednesday 10pm and Friday 1pm is 2+24+13 or 1d15h... the help desk says the ticket is due in 1d9h a difference of 6 hours... I suspect that the problem relates to the time zone... I am GMT -5. Cliff. |
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(#2)
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| Member Posts: 182 Join Date: Jul 2006 |
08-02-2007, 06:08 AM
Hi, This bug is fixed in our latest CVS build. Please update your helpdesk and let me know if issue persists. Thanks. Regards, |
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(#3)
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| Member Posts: 138 Join Date: Apr 2006 | Best way to update? -
09-02-2007, 05:31 PM
What is the recommended way to update the helpdesk code based on the latest CVS? |
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