[rt-users] SLA calculation issue Resolve Due date

[Thomas Sibley]

On 04/01/2013 04:22 AM, Asanka Gunasekera wrote:
> Hi I have SLA configured as below but when I apply S4 and reply due date
> is getting calculated correctly but the Resolve due date is been
> calculated in reverse that is backdated 3 months. What is that I am
> doing wrong 
> 
> 
> 'S4' => {
>                                 StartImmediately => 0,
>                                 BusinessHours => 'Support',
>                                 Response => { RealMinutes => 60*24*28 },
> # four real weeks
>                                 Resolve  => { RealMinutes => 60*24*28*3
> }, # three real mounths

Resolve is calculated from ticket creation time.  Response is calculated
from the last applicable reply from the requestors.

You should also read https://metacpan.org/module/RT::Extension::SLA