OSTicket Schedule and Probably Timezone Issue

rob001

Good afternoon.

Im currently having problems with the OSTicket. I was tasked to configure the schedule and SLA but do not have access to the server and backend. Just helping out the real administrator of OSTicket.

When I use the diagnostics, the time that prompts is different than the current time. The time that prompts is 16 hours ahead, which is tomorrow.

Any idea which timezone to configure?

Thank you very much.

Robby

KevinTheJedi

rob001

Is it in UTC time?

What are your server timezone, PHP timezone, MySQL system_timezone, MySQL timezone, osTicket system timezone, and your Agent profile timezone values?

Cheers.

rob001

KevinTheJedi
ill ask the admin for the other settings as im not the actual admin.

the agent profile timezone is "Asia/Manila"
the Osticket system timezone is also "Asia/Manila"

thank you very much. ill update as soon as i can.

rob001

Our administrator just checked the timezones and it looks ok.

Observation No. 1
SLA with 4 hour grace period works. Due date is computed correctly. 8:00am to 5:00pm

Observation No. 2
SLA with 24 hour grace period works. Due date is also computer correctly. 8:00am to 5:00pm

Observation No. 3
SLA with 40 hour grace period with Holidays(Added 12:00pm to 12:59pm lunch break) does not compute correctly.
A test ticket was filed on January 20, 2025 10:17am and the computed due date was January 24, 2025 4:52pm.
The expected due date should be monday next week as a week only has 40 hour business hours and the ticket was already filed at around 10:17am.

Observation No. 4
The diagnostics tool still defaults with a time that's 16 hours ahead like right now its January 20, 2025 10:58am but the diagnostics tool defaults with January 21, 2025 2:58am.

any idea why the calculation of due date is computed incorrectly?

KevinTheJedi

rob001

I would need to see the ticket header, the associated SLA configurations, the associated schedule configurations, etc. Also, for the diagnostic thing if you click Apply when it pops up does it show properly then?

Cheers.

rob001

This is the test ticket header, schedule configuration, holiday configuration and SLA configuration.
The ticket's SLA is set to "Priority 2 - Highly Technical" with a grace period of 40 hours.
The expected due date must be next week, not at the end of the week as the schedule is set to 8 hours a day/40 hours a week.
I configured it at 8:00am to 5:00pm with a 12:00pm to 12:59pm lunch break(using holiday).

rob001

This is the screenshot of the diagnostics and the screen for holidays.

The default date and time when I use the diagnostics is 16 hours ahead of current time.
Also, theres a peculiar situation when I enter a date, the date saved is tomorrow. "1/10/19" is saved as "1/11/19".

KevinTheJedi

rob001

Show a screenshot of the Holidays tab for the Schedule in question. Also, does the Department have its own Schedule set? If so that will override the SLA’s Schedule.

For the date/time issue, what is your system Date and Time Options set to? Show a screenshot of Admin Panel > Settings > System > Date and Time Options.

Cheers.

rob001

Attached is the screenshot of holiday tab for the "Monday - Friday 8am - 5pm" schedule and OSTicket time.

All departments is configured use "System Default" SLA.
On the Admin Panel >Settings > Tickets> Settings >Default SLA is set to "None".
SLA is assigned by the ticket responder.

All departments is configured with "Monday - Friday 8am - 5pm" schedule.

Can OSticket apply holidays in between business hours?
I
think OSTicket is referencing a time that I don't know of because of the way the diagnostics and the error of saving of date occurs.

KevinTheJedi

rob001

Only attached Holidays are applied. So you’d need to review the attached Holidays to see if there is a Holiday that is within this timeframe. At this point I’ll have to mimic your schedule and sla and such to see if I can replicate it. This will be quite some time as legacy is in maintenance mode and we are focusing on v2.0.

Cheers.