[rt-users] SLA module in international environment

[Soula, Christophe]

Dear Ruslan,

After trying this setting for the business hour I realize that the SLA functionality is then broken : if I create a ticket with this setup I have no automation in due date and start date.

%RT::ServiceBusinessHours = (
        'US1' => {
                0 => { Name => 'Sunday', Start => undef, End => undef },
                1 => { Name => 'Monday', Start => '15:00', End => '01:00' },
                2 => { Name => 'Tuesday', Start => '15:00', End => '01:00' },
                3 => { Name => 'Wednesday', Start => '15:00', End => '01:00' },
                4 => { Name => 'Thursday', Start => '15:00', End => '01:00' },
                5 => { Name => 'Friday', Start => '15:00', End => '01:00' },
                6 => { Name => 'Saturday', Start => undef, End => undef },
        },

If I set it like this then scrips are doing their job but I do not know what's happen in between 24:00 and 25:00 hours ;)

%RT::ServiceBusinessHours = (
        'US1' => {
                0 => { Name => 'Sunday', Start => undef, End => undef },
                1 => { Name => 'Monday', Start => '15:00', End => '25:00' },
                2 => { Name => 'Tuesday', Start => '15:00', End => '25:00' },
                3 => { Name => 'Wednesday', Start => '15:00', End => '25:00' },
                4 => { Name => 'Thursday', Start => '15:00', End => '25:00' },
                5 => { Name => 'Friday', Start => '15:00', End => '25:00' },
                6 => { Name => 'Saturday', Start => undef, End => undef },
        },

Advise appreciated,

FYI :
Business::Hours 0.10
Business::SLA   0.05

Christophe

-----Original Message-----
From: ruslan.zakirov at gmail.com [mailto:ruslan.zakirov at gmail.com] On Behalf Of Ruslan Zakirov
Sent: jeudi 24 novembre 2011 12:23
To: Soula, Christophe
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] SLA module in international environment

On Thu, Nov 24, 2011 at 1:46 PM, Soula, Christophe
<csoula at hach-lange.com> wrote:
> Second issue : What are the best practice to use efficiently this SAL
> extension in my environment
>
> In my example
>
> -          US team is working from 07:00 to 17:00 (Denver time)
>
> -          EU team is working from 07:00 to 17:00 (Berlin time)
>
> The only “solution” find to realize this is to fake the system for the US
> business hour but this is not possible if I keep the actual server timezone
> like this :
>
> We should cover on each side 10 hours of business hour but if you look at
> the example below you will see that my fake for the US1 business hours can
> only cover 9 hours (15:00 -> 23:59)

Have you tried using Start => 15:00, End => 01:00? If it doesn't work
then it's bad
and we should fix it in Business::Hours module.

-- 
Best regards, Ruslan.


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