due times not working correctly?

[colea]

Hello,

Im having some problems with the tickets due times, my configuration is like this:

- Work schedule daily from 8 am to 6 pm

- 1 SLA plan set to mark tickets overdue after 2 hours, move them to another department and change the ticket status

So for example, right now its 12:02 pm here, if i create a new ticket, due time should be set to 2 hrs, right? Well, it is setting the due time to 15h58m45s

Has anybody had similar problems with due times? Any clues?

Thanks a lot
Camilo

[IanWild]

Hmmm - Odd. What happens if you create another SLA plan with different timings, then change the ticket's SLA plan to that?

Ian

[supportskins]

I think it is a misconfiguration issue. Can you please provide details of the SLA Plan and Schedules which you are using?

[colea]

Thanks, the work schedule is from mon to sun 8:00 am to 6:00 pm.

I have 2 SLA plans, the 1st one is set to move the ticket to department QA after 2 hours, and the 2nd one is assigned to department QA, after 6 hours it should change the ticket status to Urgent and assign it to the department manager.

So for example, right now its 12:53 pm over here, i just made a test ticket, and it set the due time to 15h59m27s ... shouldnt it have set it to 2 hours??

I read in another thread that there was a confirmed bug in the due times, im using version 3.00.90, has the bug been fixed?

Thanks!

[jpuff]

Having the same problem. I want a SLA of 5 hours, it shows 14 days. Anything??

Got it, SLA based on your work schedule.