SLA confusion

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 => 260
},
Resolve => {
BusinessMinutes => 5
2460
}
},
‘3 days’ => {
Starts => {
BusinessMinutes => 3
60
},
Resolve => {
BusinessMinutes => 32460
}
},
‘10 days’ => {
Starts => {
BusinessMinutes => 460
},
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’
}
]
}
})
);

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

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 => 260
},
Resolve => {
BusinessMinutes => 5
2460
}
},
‘3 days’ => {
Starts => {
BusinessMinutes => 3
60
},
Resolve => {
BusinessMinutes => 32460
}
},
‘10 days’ => {
Starts => {
BusinessMinutes => 460
},
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’
}
]
}
})
);

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???

So after reading documentation again I found $ServiceBusinessHours{‘Default’}
and I was using Weekdays there. But even after changing it to Default instead of
Weekdays gives me the same result.

You have the misspelling
SerivceBusinessHours
in there.

Fixed that & restarted the processes. Still same behaviour observed. Ticket with
SLA of 3 days gets assigned a due date of 5th August! :-S

You have the misspelling
SerivceBusinessHours
in there.
Fixed that & restarted the processes. Still same behaviour observed. Ticket
with
SLA of 3 days gets assigned a due date of 5th August! :-S

This seems to be a bug in Business::Hours module, as I’m getting same results -
tested with an independent script using same configuration that I posted in this
is list earlier.

You have the misspelling
SerivceBusinessHours
in there.
Fixed that & restarted the processes. Still same behaviour observed.
Ticket
with
SLA of 3 days gets assigned a due date of 5th August! :-S

This seems to be a bug in Business::Hours module, as I’m getting same
results -
tested with an independent script using same configuration that I posted
in this
is list earlier.

I studied the code of add_seconds subroutine in that module. It’s not a
bug, but rather wrong interpretation of docs by me. So I figured that
setting BusinessMinutes to 1484 minutes will set the due date correctly to
3 working days since now. I guess this needs to be stated in the docs
properly.