SLA Schedule timezone?

[Giray]

What timezone does the SLA schedule use?

[triller]

Hi, I suffer the same problem here.

Have submitted a ticket to address this problem , but haven't got update yet.
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set the SLA as

- Low 24 hours
- Medium 12 hours
- High 8 hours
- Urgent 4 hours



set the schedule as

- Monday: 24 hours
- Tuesday: 8 hours
- Wednesday: 24 hours
- Thursday: 24 hours
- Friday: 24 hours
- Others: Closed



Then, you can see the actual result as below,


even my current local time is 10:40AM around on Tuesday ( GMT+8) , the ticket SGN-636227 with priority urgent has due time "10h45m9s" but not 4 hours !!!!

However, if the ticket opened in 'schedule' set as 24 hours has right SLA due time.

I have set the timezone as GMT+8 correctly in Admin CP, and is it a bug ? And do you have any bypass solution ?

[triller]

Bump.

No one have the similar problem ?

[Hammer]

Hello,

I'm using Version: 3.04.10, Build Date: 11 Oct 2006 and I am having the same problem. Anyone got any solutions to the problem?

[sureshkumar.mr]

me too. Any solution or workaround?

[Intrepid_Soul]

Its not completely obvious. The hours worked are calculated in to the equasion which makes it confusing.

For example, my call center is open 9am-5pm, Mon-Fri. We have a SLA that says we will respond within 48 hours. So when I first set it up, I put 48 hours in the check box, and it came up with outragous due times (Like 1.5 weeks). Now I have it set to 16 hours, it still has outrageous due times, but not if you think of it in shift form.

Let's say a ticket comes in at 1pm, Monday. This kicks off the SLA to say 16 hours later. So this would mean it needs to be worked on before Wednesday at 1pm. In this case the due time would look normal. Let's say it's 1pm on Thursday.... Well there is a weekend between.

So you get to factor that in. 24 hours brings you to friday+ 48 hours for the weekend=72 hours, but only 12 hours worked, so you have to add in 4 hours, but this is 1pm Monday, the center closed at 5pm, if the email came in at 1:20pm, it would mean it would be due Tuesday Morning at 9:20am.

It might be less confusing if you put the call center/email center hours to 24. Then the service level hours would just match your expectations.

[Mahesh Slaria]

Hi,

This issue is fixed in our upcoming CVS build, You can email me get patch for that.

Thanks.

Regards,