SLA Schedules and elapsed time

[ryan_percival]

Hi All,

I was wondering if someone could help me out with with SLA's and the Schedules, so what i've done so far is setup some test SLAs in our DEV environment which have a 5 min duration I've assigned a schedule of mon-fri 9-5 to these and then setup a test incident on Sunday to test it the SLA didn't start until monday morning at 9AM but only ran for 4hours instead of 8 hours as i thought it should, the status is still the same and hasn't changed, could anyone shine a light on where i could of went wrong?

Thanks

Ryan

[andrewdunn]

Hi Ryan - I would suggest looking into that action by the system as it appears to have changed the values back to the change that you initiated two lines earlier (when you first created the ticket).

I haven't seen this issue before but it seems to indicate a business rule or system update triggered at that time.

Drilling on what that trigger was may assist

Hope this helps

cheers

[ryan_percival]

Hi Andrew,

I don't suppose you would have a pointer on how to find that out do you? i would have no idea where to start with that if i'm honest.

Thanks

[andrewdunn]

Hi Ryan - I notice that the label "Active SLA" is a hyperlink so maybe see what drilling down there will do.

Unfortunately this has also taken me out of my depth from a trouble shooting perspective

Apologies

cheers

[ryan_percival]

Hi Andrew,

I thought along the same line as you there with the drilling down but i got to the below screen by clicking the active SLA link which has stumped me, i think i'll have to get the consultants involved.

Thanks

[Michael Fry1]

In your SLA properties, what is 'Use the following time zone for SLA:' set too? Default I believe is Caller's time zone. Are they different?