SLA Schedules Not Working?

[amacqueen]

We were using the old SLA measurement and have now moved (more by luck than judgment I believe) to the new SLA measurement but something appears to be amiss when adding 'Schedule Entries' for our SLAs. I added a schedule entry to our weekday SLA to prevent the SLA clock ticking on Monday and Tuesday of this week as they were days off in lieu of Christmas and Boxing Day but that didn't work despite them appearing to be blocked out when selecting 'Show Schedule'?

Specifically we have one Schedule entry for these SLAs that runs every weekday from 08:00 till 18:00, I added two more of type excluded for all day Monday and Tuesday but the SLA clock continued to tick.

I'm really not sure whether we may have missed something in out haste to get our SLA calculations working again as we still have a Calendar which was used for SLA calculations which lists Monday to Friday 08:00 till 18:00 but also lists the 27th and 28th of December 00:00:00 till 23:59:59.

Any ideas where I could start looking please?

[bdr529]

I'm not sure if this applies to your situation or not... I believe that when an SLA starts, it sort of locks in the associated workflow as it was at that time... perhaps when your exclusions were added to the schedule, they would only apply to tickets submitted after that change?

Admittedly I am going through our schedules right now, trying to do some troubleshooting, so please don't take this as authoritative, just thinking-outloud 🙂

[bdr529]

Actually just found the problem, I think. If you checked the box for "All Day" for the exclusion it doesn't seem to work. But, if you enter 12:00AM - 11:59PM (or 00:00:00 - 23:59:59 depending on your format) then it works perfectly. We're on Fall 2010, not yet upgraded to Stable 2 which will happen this weekend. I'll check on it after the upgrade and see if its still a problem, and submit a bug if it is.

[amacqueen]

Thanks for responding but I've tried that and it didn't work, the SLA is still calculating as if I don't have the entry.

Just for clarity this is what I did, went in to SLA definitions and chose our P4 which has a 16 hour SLA using the default SLA workflow. Then I hit the schedule button to the extreme right of the schedule entry field which in our case has Monday to Friday 08:00 - 18:00. Once there I added a new schedule entry called Test for SLA P4 with a type of Excluded, Show as - Busy (also tried type - on call, show as - on call ), When 07-01-2011 12:00:00 to 23:59:59, Time Zone Europe/London and repeat - does not repeat.

The only other schedule entry in there doesn't have a name but repeats Weekly on Weekdays, type - on call, show as - on call and is set to run on the 15-10-2010 08:00:00 till 18:00:00 on 15-10-201, Time Zone - Europe/London and repeats every Weekday (Mon-Fri). Repeat Until field is blank.