Hi All,

DBMandrake

Currently running 1.17.1 and have been using OSTicket for over a year.

I have always had a Business Hours schedule set up that is basically 9am to 5pm Monday to Friday to help the SLA feature to calculate overdue times accurately.

However for the first time I've now tried to make use of custom Holiday date ranges to further refine our open hours so that SLA's can be calculated properly across extended holiday periods. (In other words, so the system doesn't bug me over extended holiday periods when we're closed. 🙂 )

However I only seem to be able to add a single date range before I get the warning "Other entries already exists":

In the screenshot I have an initial range of dates from 16-20 October 2023 (daily repeating, all day) which saved correctly, however when I try to add a second range of dates from 25-29 December 2023 (also daily repeating, all day) I get this error and cannot save the date range.

The user interface seems to suggest that a holiday schedule can consist of multiple dates or multiple date ranges, and the default sample "US holidays" has multiple dates in it.

Anyone have any ideas ? I see one similar query on here four years ago with the same problem but the only response was "try the latest RC candidate" with no further follow up. Obviously we are several versions past that now but the same issue still seems to be there.

DBMandrake

As a test I've tried adding a single date instead of a date range and I get a slightly different error:

"Daily entry already exists". No it doesn't - this Schedule is the only holiday schedule on the system, (I deleted the built in US holidays schedule) and the existing entry does not overlap this date.

So there seems to be a problem with checking the overlap of dates. (Although surely overlapping holidays shouldn't be a problem anyway, what harm would it cause ?)

KevinTheJedi

DBMandrake

However I only seem to be able to add a single date range before I get the warning "Other entries already exists":

You can't have more than one daily entry. A Daily entry repeats DAILY.

The user interface seems to suggest that a holiday schedule can consist of multiple dates or multiple date ranges, and the default sample "US holidays" has multiple dates in it.

This is because the US Holidays schedule has YEARLY entries; not DAILY.

"Daily entry already exists". No it doesn't - this Schedule is the only holiday schedule on the system, (I deleted the built in US holidays schedule) and the existing entry does not overlap this date.

No matter if it overlaps or not the Daily entries cannot coexist with other entries. Here is the relevant line in the code that explains this:

https://github.com/osTicket/osTicket/blob/fcdeb542ab71349763323faaa94dd4adf5f48d8f/include/class.schedule.php#L197

Cheers.

DBMandrake

KevinTheJedi

Quite surprised to hear this to be honest - from an end user perspective the current behaviour is just insane and arbitrary.

You can't have more than one daily entry. A Daily entry repeats DAILY.

Within a specified date range... Yes, I see the line of code you reference but it doesn't make the current behaviour any less crazy.

How do you suggest users add multiple date ranges to one set of holidays, which seems like a perfectly normal, rational thing to do ? It doesn't seem possible directly with the restriction you have pointed out - I had to create multiple schedules for each holiday block and tick them all in the holidays section of the business hours schedule. It works, but it's kinda dumb to have to do this if you ask me, especially when there is nothing in the UI to suggest that such a workaround might be required for an arbitrary restriction.

This is because the US Holidays schedule has YEARLY entries; not DAILY.

Yearly schedule doesn't help me unfortunately - the holidays I'm trying to enter (school breaks) vary a little each year and there is no programmatic way to predict them. Entering the specific multiple date ranges for the year ahead is the only way they could be dealt with.

I guess I'm stuck with the ugly workaround I found.

KevinTheJedi

DBMandrake

Features can always be improved. All Feature Requests are made on our Github repo here. I will say that we are not making/accepting any feature changes or any major changes to the current legacy codebase. Legacy will only be receiving necessary dependency updates and maintenance/security patches moving forward. This is because we've been working on a full codebase rewrite labeled v2.0. We do not have a set release date or timeframe for v2.0 at this time however we hope to have an RC some time next year (no promises though). Please stay tuned!

Cheers.

KevinTheJedi

DBMandrake

Also, here is the relevant documentation on Schedules:

https://docs.osticket.com/en/latest/Admin/Manage/Schedules.html

Cheers.