Jump to content

Service Level Timers Incorrect

Dan Munns

Recommended Posts

Hi all,

I have just logged a test ticket and noticed that the timers are incorrect.

I am using Corporate Service Level Agreements. The SLAs are set as a Response time of 1 hour, Resolution time of 5 days but as soon as I logged the ticket and assigned it the Response timer showed as failed.

The resolution is set to be completed by 03/03/17 which is obviously a good deal longer than 5 days (I would have expected it to be 22/02/17)

Please see attached images for setup.

Any ideas?






Link to comment
Share on other sites

Sorry, missed the resolution bit - that's easy, the time needs to be measured in hours.

Having it set at 5 days will be 5 x 24 = 120 hours, and the system will take into account the working time calendar so that's 120 working hours which will be approximately 12 days.

Link to comment
Share on other sites

Surely though it should be set a 5 working days.

The old SLA system used to be correct at 5 working days for a 5 day SLA.

EDIT: Ok so having tested that you are correct. A 5 day SLA has to be set at 2 days 2 hours to expire in 5 working days.

Can any Hornbill guys explain why the change?

Edited by Dan Munns
Test conclusion
Link to comment
Share on other sites

@Dan Munns it was always like this as far as I remember... time set on SLA configuration is calendar time... so 1 day on SLA configuration = 24 hours....this is then divided with you working hours/day, depending on your SLC configuration and this is the number of days on SLA target on the request...

EDIT: and if I would have waited to finish my coffee and read the thread properly I would have noticed @DeadMeatGF already mentioned this...oh well...

Link to comment
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now

  • Create New...