SLA Plugin - Maximum amount of hours?

Hi,

I’m currently fine-tuning our SLA’s and am kinda running against some
problems with the amount of hours you set.

Currently my configuration looks like this (inc. BusinessHours):

BusinessHours Settings

Set( %ServiceBusinessHours, (
0 => { Name => ‘Sunday’, Start => ‘undef’, End => ‘undef’ },
1 => { Name => ‘Monday’, Start => ‘08:30’, End => ‘18:00’ },
2 => { Name => ‘Tuesday’, Start => ‘08:30’, End => ‘18:00’ },
3 => { Name => ‘Wednesday’, Start => ‘08:30’, End => ‘18:00’ },
4 => { Name => ‘Thursday’, Start => ‘08:30’, End => ‘18:00’ },
5 => { Name => ‘Friday’, Start => ‘08:30’, End => ‘18:00’ },
6 => { Name => ‘Saturday’, Start => ‘undef’, End => ‘undef’ },

Voorbeeld voor vakantie/feestdagen. De dagen waarop we geen SLA hebben.

#holidays => [qw(2011-01-01 2011-01-02 2011-01-03 2011-01-07 )],
)
);

SLA Settings

Set( %ServiceAgreements, (
Levels => {
‘4’ => { Resolve => { BusinessMinutes => 604 }, },
‘8’ => { Resolve => { BusinessMinutes => 60
8 }, },
‘24’ => { Resolve => { BusinessMinutes => 6024 },
},
‘48’ => { Resolve => { BusinessMinutes => 60
48 },
},
‘480’ => { Resolve => { BusinessMinutes => 60*480
}, },
},
)
);

The SLA’s 4, 8, 24 and 48 work as intended.

But, the SLA 480 doesn’t work at all, after applying it sets the Due date to
"no value" and in the logs it gives a “Not set” notion.

Here’s the history log of a test ticket.

Mon Sep 26 11:48:04 2011 Enoch Root - SLA 4 changed to 8

Mon Sep 26 11:48:04 2011 The RT System itself - Due changed from Mon Sep

26 15:44:49 2011 to Tue Sep 27 10:44:49 2011

Mon Sep 26 11:48:08 2011 Enoch Root - SLA 8 changed to 24

Mon Sep 26 11:48:08 2011 The RT System itself - Due changed from Tue Sep

27 10:44:49 2011 to Wed Sep 28 17:44:49 2011

Mon Sep 26 11:48:13 2011 Enoch Root - SLA 24 changed to 48

Mon Sep 26 11:48:13 2011 The RT System itself - Due changed from Wed Sep

28 17:44:49 2011 to Mon Oct 03 14:44:49 2011

Mon Sep 26 11:48:26 2011 Enoch Root - SLA 48 changed to 480

Mon Sep 26 11:48:26 2011 The RT System itself - Due changed from Mon Oct

03 14:44:49 2011 to *Not set *

I’m kinda stubbed since 480 comes down to 27000 minutes, I don’t know if
that’s too much and if so what the maximum amount could be (16000
something?), if there’s a maximum then we’d want to use that instead.

In case your wondering, 480 is about 3 months. We want to use that setting
for e.g. problems or long running changes.

So, does anyone know if there’s a limit to the height of the SLA plugin’s
resolve time in BusinessMinutes?

– Bart

I’m kinda stubbed since 480 comes down to 27000 minutes, I don’t know if
that’s too much and if so what the maximum amount could be (16000
something?), if there’s a maximum then we’d want to use that instead.

In case your wondering, 480 is about 3 months. We want to use that
setting for e.g. problems or long running changes.

So, does anyone know if there’s a limit to the height of the SLA
plugin’s resolve time in BusinessMinutes?

From the add_seconds method in Business::Hours:

# the maximum time after which we stop searching for business hours
my $MAXTIME = ( 30 * 24 * 60 * 60 );    # 30 days

and later:

    if ( $end >= $start + $MAXTIME ) {
        return -1;
    }

I believe this arbitrary limit is to prevent endless loops with
pathological configurations and bound the search time. It’s come up
before on this mailing list, and I know some folks have simply patched
the module to use a higher $MAXTIME.

Thomas

Thanks for looking it up.

I guess we’ll have to set it to a lower value, or maybe leave the Due field
empty for our problems / changes.

– Bart2011/9/26 Thomas Sibley trs@bestpractical.com

On 09/26/2011 06:09 AM, Bart wrote:

I’m kinda stubbed since 480 comes down to 27000 minutes, I don’t know if
that’s too much and if so what the maximum amount could be (16000
something?), if there’s a maximum then we’d want to use that instead.

In case your wondering, 480 is about 3 months. We want to use that
setting for e.g. problems or long running changes.

So, does anyone know if there’s a limit to the height of the SLA
plugin’s resolve time in BusinessMinutes?

From the add_seconds method in Business::Hours:

the maximum time after which we stop searching for business hours

my $MAXTIME = ( 30 * 24 * 60 * 60 ); # 30 days

and later:

   if ( $end >= $start + $MAXTIME ) {
       return -1;
   }

I believe this arbitrary limit is to prevent endless loops with
pathological configurations and bound the search time. It’s come up
before on this mailing list, and I know some folks have simply patched
the module to use a higher $MAXTIME.

Thomas

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Thanks for looking it up.

I guess we’ll have to set it to a lower value, or maybe leave the Due
field empty for our problems / changes.

A due date of 3 months for open-ended tickets seems arbitrary. It would
make sense to me to just leave Due empty in that case. :slight_smile:

Thomas