Bug #86031 for RT-Extension-SLA: Issue with DueDate

Mon Jun 10 05:37:22 2013 Mathew.Hillyard [...] cancer.org.uk - Ticket created

Subject:	Issue with DueDate
Date:	Mon, 10 Jun 2013 10:36:33 +0100
To:	"bug-RT-Extension-SLA [...] rt.cpan.org" <bug-RT-Extension-SLA [...] rt.cpan.org>
From:	Mathew Hillyard <Mathew.Hillyard [...] cancer.org.uk>

Hi, I am using RT 4.0.5 and have installed the SLA extension. The issue I have is that the DueDate being created is not the correct number of hours from the Starts date. For example: Ticket Created 2013/06/04 11:30:22 SLA of High (60*8 business minutes) chosen. This equates to 8 business hours RT sets a DueDate of 2013/06/05 10:30:22. This is 7 business hours, not 8. Ticket Created 2013/05/17 13:34:42 SLA of Medium (60*8*3 business minutes) chosen. This equates to 24 business hours RT sets a DueDate of 2013/05/22 10:34:42. This is 21 business hours, not 24. Ticket Created 2013/06/04 09:54:22 SLA of Low (60*8*5 business minutes) chosen. This equates to 40 business hours RT sets DueDate of 2013/06/10 13:54:22. This is 36 business hours, not 40 business hours Ticket Created 2013/05/10 14:52:12 SLA of Service (60*8*10 business minutes) chosen. This equates to 80 business hours RT sets DueDate of 2013/05/23 13:52:12. This is 71 business hours, not 80 business hours This is the code I have added to RT_SiteConfig.pm (I have applied it to the three queues General, 44lif and CHL and have therefore not chosen a global default): %RT::ServiceAgreements = ( QueueDefault => { 'General' => 'Low', '44lif' => 'Low', 'CHL' => 'Low', }, Levels => { 'Critical' => { Resolve => { BusinessMinutes => 60*4 }, # 4 business hours }, 'High' => { Resolve => { BusinessMinutes => 60*8 }, # 1 business day }, 'Medium' => { Resolve => { BusinessMinutes => 60*8*3 }, # 3 business days }, 'Low' => { Resolve => { BusinessMinutes => 60*8*5 }, # 5 business days }, 'Service' => { Resolve => { BusinessMinutes => 60*8*10 }, # 10 business days }, }, ); %RT::ServiceBusinessHours = ( 0 => { Name => 'Sunday', Start => 'undef', End => 'undef' }, 1 => { Name => 'Monday', Start => '09:00', End => '17:00' }, 2 => { Name => 'Tuesday', Start => '09:00', End => '17:00' }, 3 => { Name => 'Wednesday', Start => '09:00', End => '17:00' }, 4 => { Name => 'Thursday', Start => '09:00', End => '17:00' }, 5 => { Name => 'Friday', Start => '09:00', End => '17:00' }, 6 => { Name => 'Saturday', Start => 'undef', End => 'undef' }, # set bank holidays for 2013-2015 holidays => [qw(2013-01-01 2013-03-29 2013-04-01 2013-05-06 2013-05-27 2013-08-26 2013-12-25 2013-12-26 2014-01-01 2014-04-18 2014-04-21 2014-05-05 2014-05-26 2014-08-25 2014-12-25 2014-12-26 2015-01-01 2015-04-23 2015-04-06 2015-05-04 2015-05-25 2015-08-31 2015-12-25 2015-12-26)], ); I can see a CF in RT for SLA and have created definitions for the Levels as per RT::ServiceAgreements above. Kind regards Mathew Hillyard Senior IT Support Officer Cancer Research UK, London Research Institute Tel (020) 7269 3631/(01707) 62 5907 NOTICE AND DISCLAIMER This e-mail (including any attachments) is intended for the above-named person(s). If you are not the intended recipient, notify the sender immediately, delete this email from your system and do not disclose or use for any purpose. We may monitor all incoming and outgoing emails in line with current legislation. We have taken steps to ensure that this email and attachments are free from any virus, but it remains your responsibility to ensure that viruses do not adversely affect you. Cancer Research UK Registered charity in England and Wales (1089464), Scotland (SC041666) and the Isle of Man (1103) A company limited by guarantee. Registered company in England and Wales (4325234) and the Isle of Man (5713F). Registered Office Address: Angel Building, 407 St John Street, London EC1V 4AD.

Mon Jun 10 12:27:24 2013 trs [...] bestpractical.com - Correspondence added

Subject:	Re: [rt.cpan.org #86031] Issue with DueDate
Date:	Mon, 10 Jun 2013 09:27:22 -0700
To:	bug-RT-Extension-SLA [...] rt.cpan.org
From:	Thomas Sibley <trs [...] bestpractical.com>

On 06/10/2013 02:37 AM, Mathew Hillyard via RT wrote: Show quoted text

> I am using RT 4.0.5 and have installed the SLA extension. > The issue I have is that the DueDate being created is not the correct > number of hours from the Starts date.

What version of the SLA extension? We haven't had other reports of this, and the extension appears to work fine in places we have it installed. Can you show a screenshot of the ticket history for a ticket where this occurs?

Mon Jun 10 12:27:24 2013 The RT System itself - Status changed from 'new' to 'open'

Tue Jun 11 05:22:57 2013 Mathew.Hillyard [...] cancer.org.uk - Correspondence added

Subject:	Re: [rt.cpan.org #86031] Issue with DueDate
Date:	Tue, 11 Jun 2013 10:22:24 +0100
To:	"bug-RT-Extension-SLA [...] rt.cpan.org" <bug-RT-Extension-SLA [...] rt.cpan.org>
From:	Mathew Hillyard <Mathew.Hillyard [...] cancer.org.uk>

My Mistake - we're using RT 4.0.12 We're using the latest version of the SLA extension on cpan - 0.07. Please see example screenshot. I've been testing it on tickets created in the past but that shouldn't affect the DueDate, should it? Kind regards Mathew Hillyard Senior IT Support Officer 020 7269 3631 01707 62 5907 LRI-IT-Helpdesk@cancer.org.uk (020) 7269 3636 On 10/06/2013 17:27, "trs@bestpractical.com via RT" <bug-RT-Extension-SLA@rt.cpan.org> wrote: Show quoted text

><URL: https://rt.cpan.org/Ticket/Display.html?id=86031 > > >On 06/10/2013 02:37 AM, Mathew Hillyard via RT wrote:

>> I am using RT 4.0.5 and have installed the SLA extension. >> The issue I have is that the DueDate being created is not the correct >> number of hours from the Starts date.

> >What version of the SLA extension? We haven't had other reports of >this, and the extension appears to work fine in places we have it >installed. > >Can you show a screenshot of the ticket history for a ticket where this >occurs? >

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Mon Jun 17 19:52:22 2013 tsibley [...] cpan.org - Correspondence added

Subject:	Re: [rt.cpan.org #86031] Issue with DueDate
Date:	Mon, 17 Jun 2013 16:51:50 -0700
To:	bug-RT-Extension-SLA [...] rt.cpan.org
From:	Thomas Sibley <tsibley [...] cpan.org>

On 06/11/2013 02:22 AM, Mathew Hillyard via RT wrote: Show quoted text

> My Mistake - we're using RT 4.0.12 > We're using the latest version of the SLA extension on cpan - 0.07. > Please see example screenshot. I've been testing it on tickets created in > the past but that shouldn't affect the DueDate, should it?

No, tickets created in the past should be fine. My only thought right now is timezones. I notice you're +1h from GMT, which is the same discrepancy you're noticing. Is your default RT timezone UTC? The SLA extension uses timezones now, which you can either configure per-queue (using the QueueDefault config and a Timezone key) or per-SLA (also using the Timezone key). If neither of those are found, it uses the $Timezone config variable: http://bestpractical.com/rt/docs/latest/RT_Config#Timezone

Thu Jun 20 06:50:55 2013 Mathew.Hillyard [...] cancer.org.uk - Correspondence added

Subject:	Re: [rt.cpan.org #86031] Issue with DueDate
Date:	Thu, 20 Jun 2013 10:50:34 +0000
To:	"bug-RT-Extension-SLA [...] rt.cpan.org" <bug-RT-Extension-SLA [...] rt.cpan.org>
From:	Mathew Hillyard <Mathew.Hillyard [...] cancer.org.uk>

We've got: Set($Timezone , 'GMT0BST'); in the RT_SiteConfig.pm file. On 18/06/2013 00:52, "Thomas Sibley via RT" <bug-RT-Extension-SLA@rt.cpan.org> wrote: Show quoted text

><URL: https://rt.cpan.org/Ticket/Display.html?id=86031 > > >On 06/11/2013 02:22 AM, Mathew Hillyard via RT wrote:

>> My Mistake - we're using RT 4.0.12 >> We're using the latest version of the SLA extension on cpan - 0.07. >> Please see example screenshot. I've been testing it on tickets created >>in >> the past but that shouldn't affect the DueDate, should it?

> >No, tickets created in the past should be fine. > >My only thought right now is timezones. I notice you're +1h from GMT, >which is the same discrepancy you're noticing. Is your default RT >timezone UTC? The SLA extension uses timezones now, which you can >either configure per-queue (using the QueueDefault config and a Timezone >key) or per-SLA (also using the Timezone key). > >If neither of those are found, it uses the $Timezone config variable: >http://bestpractical.com/rt/docs/latest/RT_Config#Timezone >

NOTICE AND DISCLAIMER This e-mail (including any attachments) is intended for the above-named person(s). If you are not the intended recipient, notify the sender immediately, delete this email from your system and do not disclose or use for any purpose. We may monitor all incoming and outgoing emails in line with current legislation. We have taken steps to ensure that this email and attachments are free from any virus, but it remains your responsibility to ensure that viruses do not adversely affect you. Cancer Research UK Registered charity in England and Wales (1089464), Scotland (SC041666) and the Isle of Man (1103) A company limited by guarantee. Registered company in England and Wales (4325234) and the Isle of Man (5713F). Registered Office Address: Angel Building, 407 St John Street, London EC1V 4AD.

Thu Jun 20 15:13:02 2013 trs [...] bestpractical.com - Correspondence added

Subject:	Re: [rt.cpan.org #86031] Issue with DueDate
Date:	Thu, 20 Jun 2013 12:12:58 -0700
To:	bug-RT-Extension-SLA [...] rt.cpan.org
From:	Thomas Sibley <trs [...] bestpractical.com>

On 06/20/2013 03:50 AM, Mathew Hillyard via RT wrote: Show quoted text

> We've got: > > Set($Timezone , 'GMT0BST'); > > in the RT_SiteConfig.pm file.

That timezone string is missing a DST start/end specification. Can you try using Europe/London instead (which I believe is an equivalent) to rule out possible timezone shenanigans? Thanks, Thomas

Fri Jun 21 04:13:41 2013 Mathew.Hillyard [...] cancer.org.uk - Correspondence added

Subject:	Re: [rt.cpan.org #86031] Issue with DueDate
Date:	Fri, 21 Jun 2013 08:12:21 +0000
To:	"bug-RT-Extension-SLA [...] rt.cpan.org" <bug-RT-Extension-SLA [...] rt.cpan.org>
From:	Mathew Hillyard <Mathew.Hillyard [...] cancer.org.uk>

We've done that but it has had no effect. Please see example screenshots - the SLA is Medium, so 24 business hours. As you can see, the DueDate set is actually 21 business hours, assuming business hours are 9am-5pm Mon-Fri On 20/06/2013 20:13, "trs@bestpractical.com via RT" <bug-RT-Extension-SLA@rt.cpan.org> wrote: Show quoted text

><URL: https://rt.cpan.org/Ticket/Display.html?id=86031 > > >On 06/20/2013 03:50 AM, Mathew Hillyard via RT wrote:

>> We've got: >> >> Set($Timezone , 'GMT0BST'); >> >> in the RT_SiteConfig.pm file.

> >That timezone string is missing a DST start/end specification. Can you >try using Europe/London instead (which I believe is an equivalent) to >rule out possible timezone shenanigans? > >Thanks, >Thomas >

NOTICE AND DISCLAIMER This e-mail (including any attachments) is intended for the above-named person(s). If you are not the intended recipient, notify the sender immediately, delete this email from your system and do not disclose or use for any purpose. We may monitor all incoming and outgoing emails in line with current legislation. We have taken steps to ensure that this email and attachments are free from any virus, but it remains your responsibility to ensure that viruses do not adversely affect you. Cancer Research UK Registered charity in England and Wales (1089464), Scotland (SC041666) and the Isle of Man (1103) A company limited by guarantee. Registered company in England and Wales (4325234) and the Isle of Man (5713F). Registered Office Address: Angel Building, 407 St John Street, London EC1V 4AD.

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Fri Jun 21 14:46:02 2013 trs [...] bestpractical.com - Correspondence added

Subject:	Re: [rt.cpan.org #86031] Issue with DueDate
Date:	Fri, 21 Jun 2013 11:46:00 -0700
To:	bug-RT-Extension-SLA [...] rt.cpan.org
From:	Thomas Sibley <trs [...] bestpractical.com>

On 06/21/2013 01:13 AM, Mathew Hillyard via RT wrote: Show quoted text

> We've done that but it has had no effect.

Hmm, okay. Thanks for trying. Show quoted text

> Please see example screenshots - the SLA is Medium, so 24 business hours. > As you can see, the DueDate set is actually 21 business hours, assuming > business hours are 9am-5pm Mon-Fri

The screenshot doesn't include all the transactions, so it's impossible to verify what transaction is being used to calculate the SLA from. This is a strange problem you're running into, but not a bug we've seen anyone else report who is using the SLA extension (and we ourselves use it with no apparent issues).

Fri Jun 21 16:43:30 2013 ruz [...] bestpractical.com - Correspondence added

Subject:	Re: [rt.cpan.org #86031] Issue with DueDate
Date:	Sat, 22 Jun 2013 00:43:16 +0400
To:	bug-RT-Extension-SLA [...] rt.cpan.org
From:	Ruslan Zakirov <ruz [...] bestpractical.com>

Hi, Another idea we have is that you're running mod_perl with SetHandle perl-script, so timezones switching doesn't work properly. Can this be a problem? On Fri, Jun 21, 2013 at 10:46 PM, trs@bestpractical.com via RT < bug-RT-Extension-SLA@rt.cpan.org> wrote: Show quoted text

> Queue: RT-Extension-SLA > Ticket <URL: https://rt.cpan.org/Ticket/Display.html?id=86031 > > > On 06/21/2013 01:13 AM, Mathew Hillyard via RT wrote:

> > We've done that but it has had no effect.

> > Hmm, okay. Thanks for trying. >

> > Please see example screenshots - the SLA is Medium, so 24 business hours. > > As you can see, the DueDate set is actually 21 business hours, assuming > > business hours are 9am-5pm Mon-Fri

> > The screenshot doesn't include all the transactions, so it's impossible > to verify what transaction is being used to calculate the SLA from. > > This is a strange problem you're running into, but not a bug we've seen > anyone else report who is using the SLA extension (and we ourselves use > it with no apparent issues). > >

-- Best regards, Ruslan.

Tue Jun 25 07:15:44 2013 Mathew.Hillyard [...] cancer.org.uk - Correspondence added

Subject:	Re: [rt.cpan.org #86031] Issue with DueDate
Date:	Tue, 25 Jun 2013 11:15:25 +0000
To:	"bug-RT-Extension-SLA [...] rt.cpan.org" <bug-RT-Extension-SLA [...] rt.cpan.org>
From:	Mathew Hillyard <Mathew.Hillyard [...] cancer.org.uk>

These are the relevant bits of config: <Location /rt> SetHandler modperl PerlResponseHandler Plack::Handler::Apache2 PerlSetVar psgi_app /opt/rt4/sbin/rt-server </Location> <Perl> use Plack::Handler::Apache2; Plack::Handler::Apache2->preload("/opt/rt4/sbin/rt-server"); </Perl> I'm going to set up a fresh RT instance and see what happens, just in case there's something else with our live RT config that may be affecting DueDate. I'll reply when I have any more info. On 21/06/2013 21:43, "Ruslan Zakirov via RT" <bug-RT-Extension-SLA@rt.cpan.org> wrote: Show quoted text

><URL: https://rt.cpan.org/Ticket/Display.html?id=86031 > > >Hi, > >Another idea we have is that you're running mod_perl with SetHandle >perl-script, so timezones switching doesn't work properly. Can this be a >problem? > > >On Fri, Jun 21, 2013 at 10:46 PM, trs@bestpractical.com via RT < >bug-RT-Extension-SLA@rt.cpan.org> wrote: >

>> Queue: RT-Extension-SLA >> Ticket <URL: https://rt.cpan.org/Ticket/Display.html?id=86031 > >> >> On 06/21/2013 01:13 AM, Mathew Hillyard via RT wrote:

>> > We've done that but it has had no effect.

>> >> Hmm, okay. Thanks for trying. >>

>> > Please see example screenshots - the SLA is Medium, so 24 business

>>hours.

>> > As you can see, the DueDate set is actually 21 business hours,

>>assuming

>> > business hours are 9am-5pm Mon-Fri

>> >> The screenshot doesn't include all the transactions, so it's impossible >> to verify what transaction is being used to calculate the SLA from. >> >> This is a strange problem you're running into, but not a bug we've seen >> anyone else report who is using the SLA extension (and we ourselves use >> it with no apparent issues). >> >>

> > >-- >Best regards, Ruslan. >

NOTICE AND DISCLAIMER This e-mail (including any attachments) is intended for the above-named person(s). If you are not the intended recipient, notify the sender immediately, delete this email from your system and do not disclose or use for any purpose. We may monitor all incoming and outgoing emails in line with current legislation. We have taken steps to ensure that this email and attachments are free from any virus, but it remains your responsibility to ensure that viruses do not adversely affect you. Cancer Research UK Registered charity in England and Wales (1089464), Scotland (SC041666) and the Isle of Man (1103) A company limited by guarantee. Registered company in England and Wales (4325234) and the Isle of Man (5713F). Registered Office Address: Angel Building, 407 St John Street, London EC1V 4AD.

Tue Jun 25 13:15:59 2013 tsibley [...] cpan.org - Correspondence added

Subject:	Re: [rt.cpan.org #86031] Issue with DueDate
Date:	Tue, 25 Jun 2013 10:15:28 -0700
To:	bug-RT-Extension-SLA [...] rt.cpan.org
From:	Thomas Sibley <tsibley [...] cpan.org>

On 06/25/2013 04:15 AM, Mathew Hillyard via RT wrote: Show quoted text

> SetHandler modperl

Well, your handler above is correct. There's one other apache possibility with timezones. Can you show us the output of `apache2 -V` (apache2 may be spelled apache or httpd)? Show quoted text

> I'm going to set up a fresh RT instance and see what happens, just in case > there's something else with our live RT config that may be affecting > DueDate. > I'll reply when I have any more info.

Thanks for this. Hopefully it will shed some light.

Wed Jun 26 04:21:03 2013 Mathew.Hillyard [...] cancer.org.uk - Correspondence added

Subject:	Re: [rt.cpan.org #86031] Issue with DueDate
Date:	Wed, 26 Jun 2013 08:20:39 +0000
To:	"bug-RT-Extension-SLA [...] rt.cpan.org" <bug-RT-Extension-SLA [...] rt.cpan.org>
From:	Mathew Hillyard <Mathew.Hillyard [...] cancer.org.uk>

This is the output from our live instance: Server version: Apache/2.2.15 (Unix) Server built: May 13 2013 22:11:16 Server's Module Magic Number: 20051115:25 Server loaded: APR 1.3.9, APR-Util 1.3.9 Compiled using: APR 1.3.9, APR-Util 1.3.9 Architecture: 64-bit Server MPM: Prefork threaded: no forked: yes (variable process count) Server compiled with.... -D APACHE_MPM_DIR="server/mpm/prefork" -D APR_HAS_SENDFILE -D APR_HAS_MMAP -D APR_HAVE_IPV6 (IPv4-mapped addresses enabled) -D APR_USE_SYSVSEM_SERIALIZE -D APR_USE_PTHREAD_SERIALIZE -D SINGLE_LISTEN_UNSERIALIZED_ACCEPT -D APR_HAS_OTHER_CHILD -D AP_HAVE_RELIABLE_PIPED_LOGS -D DYNAMIC_MODULE_LIMIT=128 -D HTTPD_ROOT="/etc/httpd" -D SUEXEC_BIN="/usr/sbin/suexec" -D DEFAULT_PIDLOG="run/httpd.pid" -D DEFAULT_SCOREBOARD="logs/apache_runtime_status" -D DEFAULT_LOCKFILE="logs/accept.lock" -D DEFAULT_ERRORLOG="logs/error_log" -D AP_TYPES_CONFIG_FILE="conf/mime.types" -D SERVER_CONFIG_FILE="conf/httpd.conf" On 25/06/2013 18:16, "Thomas Sibley via RT" <bug-RT-Extension-SLA@rt.cpan.org> wrote: Show quoted text

><URL: https://rt.cpan.org/Ticket/Display.html?id=86031 > > >On 06/25/2013 04:15 AM, Mathew Hillyard via RT wrote:

>> SetHandler modperl

> >Well, your handler above is correct. > >There's one other apache possibility with timezones. Can you show us >the output of `apache2 -V` (apache2 may be spelled apache or httpd)? >

>> I'm going to set up a fresh RT instance and see what happens, just in >>case >> there's something else with our live RT config that may be affecting >> DueDate. >> I'll reply when I have any more info.

> >Thanks for this. Hopefully it will shed some light. >

NOTICE AND DISCLAIMER This e-mail (including any attachments) is intended for the above-named person(s). If you are not the intended recipient, notify the sender immediately, delete this email from your system and do not disclose or use for any purpose. We may monitor all incoming and outgoing emails in line with current legislation. We have taken steps to ensure that this email and attachments are free from any virus, but it remains your responsibility to ensure that viruses do not adversely affect you. Cancer Research UK Registered charity in England and Wales (1089464), Scotland (SC041666) and the Isle of Man (1103) A company limited by guarantee. Registered company in England and Wales (4325234) and the Isle of Man (5713F). Registered Office Address: Angel Building, 407 St John Street, London EC1V 4AD.

Wed Jun 26 14:41:01 2013 tsibley [...] cpan.org - Correspondence added

Subject:	Re: [rt.cpan.org #86031] Issue with DueDate
Date:	Wed, 26 Jun 2013 11:40:21 -0700
To:	bug-RT-Extension-SLA [...] rt.cpan.org
From:	Thomas Sibley <tsibley [...] cpan.org>

On 06/26/2013 01:21 AM, Mathew Hillyard via RT wrote: Show quoted text

> Server MPM: Prefork > threaded: no > forked: yes (variable process count)

Ah, I'm striking out. Timezones work fine under the prefork MPM. For reference, they can't be different than the apache server time under the other MPMs (worker and event). I'll be curious to see if you can reproduce this on a fresh development instance.

Tue Jul 02 09:33:08 2013 Mathew.Hillyard [...] cancer.org.uk - Correspondence added

Subject:	Re: [rt.cpan.org #86031] Issue with DueDate
Date:	Tue, 2 Jul 2013 13:32:34 +0000
To:	"bug-RT-Extension-SLA [...] rt.cpan.org" <bug-RT-Extension-SLA [...] rt.cpan.org>
From:	Mathew Hillyard <Mathew.Hillyard [...] cancer.org.uk>

So, we've installed a new default RT instance 4.0.4 and downloaded and installed the SLA extension 0.0.7. Hosting server is Ubuntu Server 12.04 LTS. When we create tickets where the DueDate falls the following day or later, it still trims 1 hour off the DueDate per day. We have run various tests and come to the following conclusions: It cannot be a time zone issue as we have attempted to change the timezone and also change the hosting server's date until after BST ends and the UK reverts to GMT, just in case BST (British Summer Time, our current timezone of GMT+1) was causing an issue. We can change the timezone, RT registers that the timezone has changed, but the DueDate is still an hour per day out. All other dates are fine. We've even tried changing the time zone to a completely different zone and it has no effect on the DueDate. It only happens when the DueDate falls on the next day or later - if we create a ticket with a DueDate of, say, 4 business hours at 9am, then RT correctly reports the DueDate as 1pm (13:00). Just in case there is something obviously wrong with our config I have attached the RT_SiteConfig.pm from our new blank instance of RT. Please note that e-mail has not been configured, so it is as basic an install as we can manage. We have one user (root), 44lif, CHL and General queues and no group memberships or custom configuration. I have set the SLA custom fields as per RT::ServiceAgreements. Can I check that you are happy our definition of RT::ServiceBusinessHours and RT::ServiceAgreements are not causing any issues? What is even more weird, given that we have set RT::ServiceBusinessHours to 09:00 - 17:00, Mon-Fri, was that one of the tickets created had a DueDate of 17:35:18 - see attached screenshots. This ticket had been assigned the SLA Critical (4 Business Hours resolve) so DueDate should have been the following day at 09:35:18. We know it is not RT itself that is causing the problem as setting a default DueDate on a new test queue sets the correct due date for any subsequently-created ticket. On 21/06/2013 21:43, "Ruslan Zakirov via RT" <bug-RT-Extension-SLA@rt.cpan.org> wrote: Show quoted text

><URL: https://rt.cpan.org/Ticket/Display.html?id=86031 > > >Hi, > >Another idea we have is that you're running mod_perl with SetHandle >perl-script, so timezones switching doesn't work properly. Can this be a >problem? > > >On Fri, Jun 21, 2013 at 10:46 PM, trs@bestpractical.com via RT < >bug-RT-Extension-SLA@rt.cpan.org> wrote: >

>> Queue: RT-Extension-SLA >> Ticket <URL: https://rt.cpan.org/Ticket/Display.html?id=86031 > >> >> On 06/21/2013 01:13 AM, Mathew Hillyard via RT wrote:

>> > We've done that but it has had no effect.

>> >> Hmm, okay. Thanks for trying. >>

>> > Please see example screenshots - the SLA is Medium, so 24 business

>>hours.

>> > As you can see, the DueDate set is actually 21 business hours,

>>assuming

>> > business hours are 9am-5pm Mon-Fri

>> >> The screenshot doesn't include all the transactions, so it's impossible >> to verify what transaction is being used to calculate the SLA from. >> >> This is a strange problem you're running into, but not a bug we've seen >> anyone else report who is using the SLA extension (and we ourselves use >> it with no apparent issues). >> >>

> > >-- >Best regards, Ruslan. >

NOTICE AND DISCLAIMER This e-mail (including any attachments) is intended for the above-named person(s). If you are not the intended recipient, notify the sender immediately, delete this email from your system and do not disclose or use for any purpose. We may monitor all incoming and outgoing emails in line with current legislation. We have taken steps to ensure that this email and attachments are free from any virus, but it remains your responsibility to ensure that viruses do not adversely affect you. Cancer Research UK Registered charity in England and Wales (1089464), Scotland (SC041666) and the Isle of Man (1103) A company limited by guarantee. Registered company in England and Wales (4325234) and the Isle of Man (5713F). Registered Office Address: Angel Building, 407 St John Street, London EC1V 4AD.

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Wed Jul 03 19:37:54 2013 tsibley [...] cpan.org - Correspondence added

Subject:	Re: [rt.cpan.org #86031] Issue with DueDate
Date:	Wed, 03 Jul 2013 16:37:19 -0700
To:	bug-RT-Extension-SLA [...] rt.cpan.org
From:	Thomas Sibley <tsibley [...] cpan.org>

On 07/02/2013 06:33 AM, Mathew Hillyard via RT wrote: Show quoted text

> What is even more weird, given that we have set RT::ServiceBusinessHours > to 09:00 - 17:00, Mon-Fri, was that one of the tickets created had a > DueDate of 17:35:18 - see attached screenshots. > This ticket had been assigned the SLA Critical (4 Business Hours resolve) > so DueDate should have been the following day at 09:35:18.

The attached RT_SiteConfig.pm you sent uses 09:00 - 18:00, not 17:00. See below: Show quoted text

> # hillya03 added RT SLA code > %RT::ServiceBusinessHours = ( > 0 => { Name => 'Sunday',Start => 'undef', End => 'undef' }, > 1 => { Name => 'Monday', Start => '09:00', End => '18:00' }, > 2 => { Name => 'Tuesday', Start => '09:00', End => '18:00' }, > 3 => { Name => 'Wednesday', Start => '09:00', End => '18:00' }, > 4 => { Name => 'Thursday', Start => '09:00', End => '18:00' }, > 5 => { Name => 'Friday', Start => '09:00', End => '18:00' }, > 6 => { Name => 'Saturday', Start => 'undef', End => 'undef' }, > );

Thu Jul 04 03:34:59 2013 Mathew.Hillyard [...] cancer.org.uk - Correspondence added

Subject:	Re: [rt.cpan.org #86031] Issue with DueDate
Date:	Thu, 4 Jul 2013 07:34:39 +0000
To:	"bug-RT-Extension-SLA [...] rt.cpan.org" <bug-RT-Extension-SLA [...] rt.cpan.org>
From:	Mathew Hillyard <Mathew.Hillyard [...] cancer.org.uk>

Ah yes, we were experimenting with the End time to see if it had an effect. The ticket that got a DueDate of 17:35 was when we had the End set to 17:00 for each day. Changing the End to 16:00 or 18:00 foreshortened and lengthened the working day but when new tickets were created or new SLA's assigned to existing tickets, 1 hour per day was still trimmed off the DueDate. On 04/07/2013 00:37, "Thomas Sibley via RT" <bug-RT-Extension-SLA@rt.cpan.org> wrote: Show quoted text

><URL: https://rt.cpan.org/Ticket/Display.html?id=86031 > > >On 07/02/2013 06:33 AM, Mathew Hillyard via RT wrote:

>> What is even more weird, given that we have set RT::ServiceBusinessHours >> to 09:00 - 17:00, Mon-Fri, was that one of the tickets created had a >> DueDate of 17:35:18 - see attached screenshots. >> This ticket had been assigned the SLA Critical (4 Business Hours >>resolve) >> so DueDate should have been the following day at 09:35:18.

> >The attached RT_SiteConfig.pm you sent uses 09:00 - 18:00, not 17:00. > >See below: >

>> # hillya03 added RT SLA code >> %RT::ServiceBusinessHours = ( >> 0 => { Name => 'Sunday',Start => 'undef', End => 'undef' }, >> 1 => { Name => 'Monday', Start => '09:00', End => '18:00' }, >> 2 => { Name => 'Tuesday', Start => '09:00', End => '18:00' }, >> 3 => { Name => 'Wednesday', Start => '09:00', End => '18:00' }, >> 4 => { Name => 'Thursday', Start => '09:00', End => '18:00' }, >> 5 => { Name => 'Friday', Start => '09:00', End => '18:00' }, >> 6 => { Name => 'Saturday', Start => 'undef', End => 'undef' }, >> );

> >

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Thu Jul 11 03:51:39 2013 Mathew.Hillyard [...] cancer.org.uk - Correspondence added

Subject:	Re: [rt.cpan.org #86031] Issue with DueDate
Date:	Thu, 11 Jul 2013 07:50:44 +0000
To:	"bug-RT-Extension-SLA [...] rt.cpan.org" <bug-RT-Extension-SLA [...] rt.cpan.org>
From:	Mathew Hillyard <Mathew.Hillyard [...] cancer.org.uk>

HI, Just to let you know, we haven't been able to come up with a fix for this, so we've created a workaround that seems to be OK: %RT::ServiceBusinessHours = ( 0 => { Name => 'Sunday',Start => 'undef', End => 'undef' }, 1 => { Name => 'Monday', Start => '09:00', End => '17:00' }, 2 => { Name => 'Tuesday', Start => '09:00', End => '17:00' }, 3 => { Name => 'Wednesday', Start => '09:00', End => '17:00' }, 4 => { Name => 'Thursday', Start => '09:00', End => '17:00' }, 5 => { Name => 'Friday', Start => '09:00', End => '17:00' }, 6 => { Name => 'Saturday', Start => 'undef', End => 'undef' }, ); %RT::ServiceAgreements = ( QueueDefault => { 'General' => 'Low', '44lif' => 'Low', 'CHL' => 'Low', }, Levels => { 'Critical' => { Resolve => { BusinessMinutes => 60*(4+1) }, # 4 business hours }, 'High' => { Resolve => { BusinessMinutes => 60*(8+1) }, # 1 business day }, 'Medium' => { Resolve => { BusinessMinutes => 60*(8*3+3) }, # 3 business days }, 'Low' => { Resolve => { BusinessMinutes => 60*(8*5+5) }, # 5 business days }, 'Service' => { Resolve => { BusinessMinutes => 60*(8*10+10) }, # 10 business days }, }, ); We'll keep working on it in the meantime as we needed to go live with this. Kind regards Mat On 04/07/2013 00:37, "Thomas Sibley via RT" <bug-RT-Extension-SLA@rt.cpan.org> wrote: Show quoted text

><URL: https://rt.cpan.org/Ticket/Display.html?id=86031 > > >On 07/02/2013 06:33 AM, Mathew Hillyard via RT wrote:

>> What is even more weird, given that we have set RT::ServiceBusinessHours >> to 09:00 - 17:00, Mon-Fri, was that one of the tickets created had a >> DueDate of 17:35:18 - see attached screenshots. >> This ticket had been assigned the SLA Critical (4 Business Hours >>resolve) >> so DueDate should have been the following day at 09:35:18.

> >The attached RT_SiteConfig.pm you sent uses 09:00 - 18:00, not 17:00. > >See below: >

>> # hillya03 added RT SLA code >> %RT::ServiceBusinessHours = ( >> 0 => { Name => 'Sunday',Start => 'undef', End => 'undef' }, >> 1 => { Name => 'Monday', Start => '09:00', End => '18:00' }, >> 2 => { Name => 'Tuesday', Start => '09:00', End => '18:00' }, >> 3 => { Name => 'Wednesday', Start => '09:00', End => '18:00' }, >> 4 => { Name => 'Thursday', Start => '09:00', End => '18:00' }, >> 5 => { Name => 'Friday', Start => '09:00', End => '18:00' }, >> 6 => { Name => 'Saturday', Start => 'undef', End => 'undef' }, >> );

> >

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Fri May 23 11:35:48 2014 Mathew.Hillyard [...] cancer.org.uk - Correspondence added

Subject:	Re: [rt.cpan.org #86031] Issue with DueDate
Date:	Fri, 23 May 2014 15:35:32 +0000
To:	"bug-RT-Extension-SLA [...] rt.cpan.org" <bug-RT-Extension-SLA [...] rt.cpan.org>
From:	Mathew Hillyard <Mathew.Hillyard [...] cancer.org.uk>

I thought you¹d like to know that we finally resolved this issue. Business::Hours has a default built into it that is Monday to Friday, 09:00 to 18:00. When defining ServiceBusinessHours for the SLA extension, if you do not override this the default will be used. So, giving the example that we want the business hours to be 09:00-17:00, Monday to Friday, in order to have RT override the default in Business::Hours: Set ( %ServiceBusinessHours, 'Default' => { 0 => { Name => 'Sunday',Start => 'undef', End => 'undef' }, 1 => { Name => 'Monday', Start => '09:00', End => '17:00' }, 2 => { Name => 'Tuesday', Start => '09:00', End => '17:00' }, 3 => { Name => 'Wednesday', Start => '09:00', End => '17:00' }, 4 => { Name => 'Thursday', Start => '09:00', End => '17:00' }, 5 => { Name => 'Friday', Start => '09:00', End => '17:00' }, 6 => { Name => 'Saturday', Start => 'undef', End => 'undef' }, } ); My original code omitted the 2nd line - 'Default' => - and therefore RT took the default in Business::Hours. This has been tested and is now working fine. Thanks for your help! Mathew Hillyard On 04/07/2013 00:37, "Thomas Sibley via RT" <bug-RT-Extension-SLA@rt.cpan.org> wrote: <URL: https://rt.cpan.org/Ticket/Display.html?id=86031 > On 07/02/2013 06:33 AM, Mathew Hillyard via RT wrote: What is even more weird, given that we have set RT::ServiceBusinessHours to 09:00 - 17:00, Mon-Fri, was that one of the tickets created had a DueDate of 17:35:18 - see attached screenshots. This ticket had been assigned the SLA Critical (4 Business Hours resolve) so DueDate should have been the following day at 09:35:18. The attached RT_SiteConfig.pm you sent uses 09:00 - 18:00, not 17:00. See below: # hillya03 added RT SLA code %RT::ServiceBusinessHours = ( 0 => { Name => 'Sunday',Start => 'undef', End => 'undef' }, 1 => { Name => 'Monday', Start => '09:00', End => '18:00' }, 2 => { Name => 'Tuesday', Start => '09:00', End => '18:00' }, 3 => { Name => 'Wednesday', Start => '09:00', End => '18:00' }, 4 => { Name => 'Thursday', Start => '09:00', End => '18:00' }, 5 => { Name => 'Friday', Start => '09:00', End => '18:00' }, 6 => { Name => 'Saturday', Start => 'undef', End => 'undef' }, ); NOTICE AND DISCLAIMER This e-mail (including any attachments) is intended for the above-named person(s). If you are not the intended recipient, notify the sender immediately, delete this email from your system and do not disclose or use for any purpose. We may monitor all incoming and outgoing emails in line with current legislation. We have taken steps to ensure that this email and attachments are free from any virus, but it remains your responsibility to ensure that viruses do not adversely affect you. Cancer Research UK Registered charity in England and Wales (1089464), Scotland (SC041666) and the Isle of Man (1103) A company limited by guarantee. Registered company in England and Wales (4325234) and the Isle of Man (5713F). Registered Office Address: Angel Building, 407 St John Street, London EC1V 4AD.

Fri May 23 12:41:46 2014 root [...] localhost - Status changed from 'open' to 'rejected'