Forum GLPI-Project

ITCPOLAND

Member

Registered: 2015-12-10

Posts: 21

Issue with SLT

We have noticed problem with SLT counting for tickets in "pending" status, while in "close time"

Calenadar with weekdays and working hours: 7 am till 6 pm.

We issue a ticket on Friday with slt d + 1 (working hours)
Then we change its status to pending. Time to resolve is charged correctly.
On Monday we re-apply it's status to processing (assigned) - but to 'time to resolve' counter 2 days are added, while it should be 1 day at most.

When we remove SLT and add it again - the date is calculated correctly.

What should I change to make sure that slt is always counted correctly?

Tested on GLPI 0.90.5 and 9.1.3

yllen

GLPI-DEV

From: Sillery (51)

Registered: 2008-01-14

Posts: 15,278

Re: Issue with SLT

Ticket time to Pending status is added to the due date when the ticket returns to status In progress.
In GLPI documentation: "Switching from ticket to standby status puts the SLA to sleep. If the ticket remains on hold for 3 hours, for example, the due date will be postponed by 3 hours."

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CentOS 6.5 - CentOS 7.x
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GLPI from 0.72 to dev version
Certifiée ITIL (ITV2F, ITILF, ITILOSA)

ITCPOLAND

Member

Registered: 2015-12-10

Posts: 21

Re: Issue with SLT

I agree with you yllen. But i think that 'close time' like weekend should not add to the time. Pending should be work only during working hours defined in calendar.