Hey guys,
It's been a few days since I identified a possible problem in calculating SLA hours.
My znuny application is configured with a calendar with working hours from 8AM to 7PM. All SLAs have the same calendar/working hours and are marked to send warning notification when reaching 50% of the solution time
However, a ticket was created after 7PM, with the service configured with a 4-hour SLA.
ticket was created at 07:39PM and at 08:35am the next day the escalation warning alert was sent, after 30 minutes at 09:00am the escalation started counting. The attendant put the ticket into service at 8:31 am and closed at 10 am.
From my knowledge, the SLA should only be counted during working hours, correct? Can anyone help me with this?
It's been a few days since I identified a possible problem in calculating SLA hours.
My znuny application is configured with a calendar with working hours from 8AM to 7PM. All SLAs have the same calendar/working hours and are marked to send warning notification when reaching 50% of the solution time
However, a ticket was created after 7PM, with the service configured with a 4-hour SLA.
ticket was created at 07:39PM and at 08:35am the next day the escalation warning alert was sent, after 30 minutes at 09:00am the escalation started counting. The attendant put the ticket into service at 8:31 am and closed at 10 am.
From my knowledge, the SLA should only be counted during working hours, correct? Can anyone help me with this?
Statistics: Posted by cauasousa — 20 Feb 2025, 21:10 — Replies 0 — Views 13