Problem recalculating SLAs

[Oswaldo Muñoz]

Hello,

We have a problem when we recalculate an SLA. When the period is all day, the recalculation is done well, but when we recalculate only a few hours of the day, the recalculation does not work.

For example:

This is the excluded period

and this is the recalculate

This example doesn´t work, but if the excluded period is the whole day, it does work.

Thanks for your help.

[Olaf Pape]

Hi,

which version of the sla_engine do you run?

[Oswaldo Muñoz]

Hello,

The SLA engine version is 20.11.

Thnaks.

[Olaf Pape]

Hi,

20.11 is really old. Since we have seen a similar problem with 20.41, it might already exist with 20.11.

As soon as you use Office Hours in the SLA, it happens that the calculation uses wrong time periods. If I remember correctly, the calculation periods are offset by one day. With a higher log level (I guess loglevel=4) you can see this nicely in the logfile (but unfortunately you have to convert EPOCH timestamps).