On Sat, 2016-07-16 at 09:17 +0530, Nilesh wrote:
> 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'
> }
> ]
> }
> })
> );
> -------------------------------------------------------------------------
>
> 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.
---------
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