Forum GLPI-Project

harsxhe

Member

From: Granada

Registered: 2020-11-17

Posts: 2

TTO from SLA Ignoring Calendar Configuration

Greetings

I'm having some trouble regarding the TTO/SLA from the tickets created in GLPI.

Our GLPI version is 10.0.7 and it's on Debian 11 with PHP 8.2.

Currently in GLPI we have a working schedule from Monday to Friday 08:00-18:00.

We have configured an SLA in which we want a TTO of 1 day and we have a business rule that assigns this TTO automatically.

The problem I have is that this TTO is assigned in time ranges outside the working calendar (if a ticket is received at 18:50, the TTO is assigned for the next day at 18:50).

I have indicated the working calendar in the following locations, none of them respect this working calendar for the TTO:

- Setup -> Dropdowns -> Calendars -> Time Ranges

- Administration -> Entities -> Assistance -> Tickets Configuration -> Calendar

- Setup -> Service levels -> SLA -> SLM

Is there something I am doing wrong? I am not understanding how this TTO is assigned? I would like that if a user makes a request outside working hours the TTO is not also outside working hours.

Thank you very much!