Question about due times

[maizey]

Hi,

I have our office hours/schedule set up to 10am - 4pm. I have the overdue hours for SLA set to 1 hour.

I posted a helpdesk message at 6:34pm (outside the schedule hours) and it is being recorded that the due time is 1h25m37s.

2 questions:

1. Why is it rounding the due time up? Surely if the overdue time is 1 hour; then it should not be 1h25m37s... It appears to be rounding it up to the next hour. Is there a way to stop that from happening?
2. Why is it not taking into account the schedules? If the schedule is between 10am-4pm, and it's currently 6.34pm, then shouldn't the due time be 11am the next day (1 hour after the start schedule time of 10am). I.e. the due time should probably be something like 15h25m37s.

I have attached a screen shot hilighting all of the relevant areas.

[rrnworks]

We too have due time problems. There seems to be inconsistencies and strange due times. We have an open ticket on this:
XDT-347097

I'm attaching a screenshot from a new phone ticket just created by staff. How is the Due Time of 2D13H arrived at?? What we would like is a consistent default due time created based on the SLA for any new tickets created by staff or user as well as any replies by users.

[triller]

You are not the only one reported this problem.

SLA Schedule timezone?

So far, no response from Kayako, without this feature, performance is hardly measured.

[Mahesh Slaria]

Hi,

This issue is fixed and I pushed fix in CVS last night, If you getting this issue then download latest CVS build or email me to get patch for that.

Thanks.

Regards,

[triller]

Originally Posted by Mahesh Slaria

Hi,

This issue is fixed and I pushed fix in CVS last night, If you getting this issue then download latest CVS build or email me to get patch for that.

Thanks.

Regards,

I tested the CVS already, at least one issue has not been fixed yet.

When staff reply the ticket, the due time just gone, will not recalculate and dispaly in the 'due time' column again even you have enabled this option.

Anybody has the same problem ?

[Mahesh Slaria]

Hi,

Originally Posted by triller

I tested the CVS already, at least one issue has not been fixed yet.

When staff reply the ticket, the due time just gone, will not recalculate and dispaly in the 'due time' column again even you have enabled this option.

Anybody has the same problem ?

We fixed the issue of Due date is not correct according to SLA plane and I suppose your issue is different from that. Can you please email me your issue with Admin access to trace and resolve it.

Thanks for your cooperation.

Regards,