Problem in SLA timeframe calculation

arunkgovind

We have defined SLA plan, with schedule only for working days (Sunday to Thursday) from 8AM to 5PM. However, a task assigned at 4PM on Thursday, is calculated as overdue by Sunday morning itself, showing overdue for 3 days.
Seems its considering Friday and Saturday for calculating working time.

Sample settings
Grace period : 24 in Hours
Transient (SLA can be overridden on ticket transfer or help topic change.

Thanks in advance.

KevinTheJedi

arunkgovind

We need a screenshot of Admin Panel > Dashboard > Information. We also need screenshots of the SLA and its configurations as well as the Schedule and its configurations.

Cheers.

arunkgovind

Thanks for the reply.

The three screenshots are attached.

KevinTheJedi

arunkgovind

Well for one, you are using an unsupported version of PHP. With v1.18.2 it supports PHP 8.2-8.4 (8.4 recommended).

Cheers.

arunkgovind

Hi Kevin,

We have updated php version to 8.4 as recommended.
Still, we are facing the same issue.

KevinTheJedi

arunkgovind

Post screenshots of example Tickets.

Cheers.