[rt-users] SLA confusion

[Nilesh]

On Sat, 2016-07-16 at 09:17 +0530, Nilesh wrote:
> 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???
> 

So after reading documentation again I found $ServiceBusinessHours{'Default'}
and I was using Weekdays there. But even after changing it to Default instead of
Weekdays gives me the same result.