[rt-users] SLA confusion

[Nilesh]

Hello all,

I have some confusion regarding SLA configuration. My SLA config is like this:

--------------------------------------------------------------------------------
Set(%ServiceAgreements, (
	Default => '5 days',
	QueueDefault => {
		'Product Demo' => '3 days',
		'Developer Required' => '10 days',
	},
	Levels => {
		'5 days' => {
			Starts => {
				BusinessMinutes => 2*60
			},
			Resolve => {
				BusinessMinutes => 5*24*60
			} 
		},
		'3 days' => {
			Starts => {
				BusinessMinutes => 3*60
			},
			Resolve => {
				BusinessMinutes => 3*24*60
			} 
		},
		'10 days' => {
			Starts => {
				BusinessMinutes => 4*60
			},
			Resolve => {
				BusinessMinutes => 10*24*60 
			} 
		}
	})
);

Set(%SerivceBusinessHours, (
	Weekdays => {
		1 => { 
			Name => 'Monday', 
			Start => '10:00', 
			End => '19:00',
			Breaks => [
				{
					Start => '13:30',
					End => '14:00'
				},
				{
					Start => '17:00',
					End => '17:15'
				}
			]
		},
		2 => { 
			Name => 'Tuesday', 
			Start => '10:00', 
			End => '19:00',
			Breaks => [
				{
					Start => '13:30',
					End => '14:00'
				},
				{
					Start => '17:00',
					End => '17:15'
				}
			]
		},
		3 => { 
			Name => 'Wednesday', 
			Start => '10:00', 
			End => '19:00',
			Breaks => [
				{
					Start => '13:30',
					End => '14:00'
				},
				{
					Start => '17:00',
					End => '17:15'
				}
			]
		},
		4 => { 
			Name => 'Thursday', 
			Start => '10:00', 
			End => '19:00',
			Breaks => [
				{
					Start => '13:30',
					End => '14:00'
				},
				{
					Start => '17:00',
					End => '17:15'
				}
			]
		},
		5 => { 
			Name => 'Friday', 
			Start => '10:00', 
			End => '19:00',
			Breaks => [
				{
					Start => '13:30',
					End => '14:00'
				},
				{
					Start => '17:00',
					End => '17:15'
				}
			]
		}
	})
);
-------------------------------------------------------------------------

Now, there is a ticket which was created on 8th July with no SLA. Now I set it's
SLA on 16th July. The system assigns it a due date of 27th July. Which is
definitely not 5 working days starting 8th neither it is 5 working days starting
16th. Am I doing something wrong???

-- 
Nilesh