Bug with Ticket SLA calculation

[rmitchell]

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.

[DavidPK]

Hi,

1. Initial response time counts down until an agent posts the first public reply (with a special rule if the ticket was created by an agent: it needs a different agent’s public reply to stop the timer).
2. Resolve time starts after the initial response timer stops and runs until the ticket is set to Closed.
3. The SLA can run in calendar hours or business hours:
   • Example given: if business hours are Mon–Fri 8 AM–6 PM and initial response is 3 hours, a ticket created at 5 PM Monday is due 10 AM Tuesday when using business hours.
4. Importantly, SLAs only run during workdays, even if you pick calendar hours (weekends are excluded as workdays in the business-hours/workdays configuration).
5. If multiple SLAs match a ticket, the first SLA in the list is applied (order matters).

• Go to Configuration > General Settings.
• In Business hours, verify your opening hours (Mon–Fri 08:00–17:00, Sat/Sun not workdays).
• Go to the Service-level agreement section:
  • Confirm the SLA’s Hours setting is set to business hours (not calendar hours), if that’s what you intend.
  • Confirm the SLA targets/criteria (type/priority/source/user/etc.).
  • If you have multiple SLAs, verify the order of SLAs, because the first matching SLA is applied (reorder using the arrows if needed).

More information can be found in the following KB article: https://community.lansweeper.com/t5/configuring-using-the-helpdesk/configure-service-level-agreement...

If this does not help you resolve the issue, you can create a support case using the support portal and we can take a closer look at it. 

https://community.lansweeper.com/t5/support-portal/ct-p/support-portal