Hello all, I have some confusion regarding SLA configuration. My SLA config is like this:
--------------------------------------------------------------------------------
Set(%ServiceAgreements, (
Default => '5 days',
QueueDefault => {
'Product Demo' => '3 days',
'Developer Required' => '10 days',
},
Levels => {
'5 days' => {
Starts => {
BusinessMinutes => 2*60
},
Resolve => {
BusinessMinutes => 5*24*60
}
},
'3 days' => {
Starts => {
BusinessMinutes => 3*60
},
Resolve => {
BusinessMinutes => 3*24*60
}
},
'10 days' => {
Starts => {
BusinessMinutes => 4*60
},
Resolve => {
BusinessMinutes => 10*24*60
}
}
})
);
Set(%SerivceBusinessHours, (
Weekdays => {
1 => {
Name => 'Monday',
Start => '10:00',
End => '19:00',
Breaks => [
{
Start => '13:30',
End => '14:00'
},
{
Start => '17:00',
End => '17:15'
}
]
},
2 => {
Name => 'Tuesday',
Start => '10:00',
End => '19:00',
Breaks => [
{
Start => '13:30',
End => '14:00'
},
{
Start => '17:00',
End => '17:15'
}
]
},
3 => {
Name => 'Wednesday',
Start => '10:00',
End => '19:00',
Breaks => [
{
Start => '13:30',
End => '14:00'
},
{
Start => '17:00',
End => '17:15'
}
]
},
4 => {
Name => 'Thursday',
Start => '10:00',
End => '19:00',
Breaks => [
{
Start => '13:30',
End => '14:00'
},
{
Start => '17:00',
End => '17:15'
}
]
},
5 => {
Name => 'Friday',
Start => '10:00',
End => '19:00',
Breaks => [
{
Start => '13:30',
End => '14:00'
},
{
Start => '17:00',
End => '17:15'
}
]
}
})
);
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Now, there is a ticket which was created on 8th July with no SLA. Now I set it's
SLA on 16th July. The system assigns it a due date of 27th July. Which is
definitely not 5 working days starting 8th neither it is 5 working days starting
16th. Am I doing something wrong???
--
Nilesh
---------
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