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Bug with Ticket SLA calculation

rmitchell
Engaged Sweeper

Tuesday

Trying to understand if I'm encountering a bug with how SLAs are calculated or I'm just misunderstanding their implementation. LanSweeper WebSite Version: 12.6.0.12

We have an SLA defined using business hours as follows:

  • Initial response: 4 hours
  • Resolve time: 5 days

Our business hours are defined as MON-FRI 08:00-17:00 with SAT/SUN as "Not a workday".

When a new ticket is created that matches the SLA type/priority/source,etc the Initial Response SLA is set to 2d 0h 0m. When the initial response is done the Resolve time SLA is set to 36d 20h 59m.

Any ideas how these are calculated?

I'm thinking we have a bug or some other error because editing the Service Level Agreement on the ticket has no effect. No combination of the available options does anything, ticket details remain the same.

 

 

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