7 Replies Latest reply: Aug 31, 2012 11:17 AM by Diane Plourde RSS

SVT Due Date discrepancy

Robert Page

Hi

 

I have a discrepancy in the SVT Due Date on a ARS 7.5 patch 4, with ITSM 7.5.1 patch 2 and SLM 7.5 patch 1.  The discrepancy is as follows

 

The user creating the incident is based in the US and our server is UK based.

 

User creates incident at 05:40am the business hours for the SLA are 9 - 5.  There is an 8 hour target on the SLA.  The SVTDueDate shows the next day at 10:00am.

 

The SLA has been configured to start using the submit date of the Incident which is 05:40am.

 

My understanding is that the calculation will not start until 9am because that is when the business hours start, with 8 hours then the due date should be 5pm that day or 9am the next morning and not 10am the next day.

 

I do not know where the extra hour comes from.  The server is correct for daylight saving.

 

Any pointers would be appreciated.

 

regards

 

Robert

  • 1. Re: SVT Due Date discrepancy
    Jijil Ghosh

    Hi,

     

    As far I know the SLA calculation will happen based on the server timing since your server is located in UK based and the user raises the ticket in US based so there a time gap of +5 hr. So I think this is where you query hanging on.

     

    Regards,

    Jijil

  • 2. Re: SVT Due Date discrepancy
    Robert Page

    Hi

     

    I understand the 5 hours difference, this is not the problem, the server seems to adding an extra hour to the due date and I cannot work out why as the server is set to BST, so daylight savings should not be an issue.

     

    Regards

     

    Robert

  • 3. Re: SVT Due Date discrepancy
    Jijil Ghosh

    I'm suspecting that day light saving is not marked in your client system, could you check that one, so that we can get a clear idea. May be the SLA is calculating correctly but showing the time incorrectly I hope.

     

    Regards,

    Jijil

  • 4. Re: SVT Due Date discrepancy
    Robert Page

    Hi

     

    The client is set to adjust for daylight savings time, this is what I don't understand, both server and client are set for daylight savings but the calculation adds an additional hour, perhaps there is a setting in the SLM config I have missed.

     

    regards

     

    Robert

  • 5. Re: SVT Due Date discrepancy
    Nivedita Roy

    Hi,

     

    As Jijil pointed the SLAs are configured according to server timings. You have to adjust the day light savungs in your server make sure its checked(if u need day light savings to work accordingly).Also cud u ls chk if there is any difference in timing between ur db and application server?

  • 6. Re: SVT Due Date discrepancy
    Robert Page

    Hi

     

    The db resides on the application server, the server time is correct in GMT and takes into account daylight savings.  This only happens when the incident is logged outside of the business hours, we get this hour discrepancy or an incorrect calculation.  If it is logged within the business hours it calculates correctly.

     

    Ticket is open with support but although they have seen this happeneing on a webex nothing constructive has yet been returned, so I still have the issue.

     

    Cheers

     

    Robert

  • 7. Re: SVT Due Date discrepancy
    Diane Plourde

    I am having a similar issue with a Respond target for Incidents. Again, this only happens when the incident is logged outside of the business hours.  If it is logged within the business hours it calculates correctly. User creates incident at 6:00am and the business hours for the SLA are 8 - 5. There is a 9 hour target on the SLA. The SVTDueDate shows the next day at 8:00am. We expect it (and want it) to show 5pm on the same day.

     

    The SLA starts at the time the ticket is assigned (submitted) which is 6am, not the time it was reported. 

     

    My understanding is that the calculation will not start until 8am because that is when the business hours start, with 9 hours then, the due date should be 5pm that day and not use 8am the next morning.

     

    Is this a correct assumption and how can I configure the target to get the SVTDueDate to show 5pm on same day?

     

    Robert says "the due date should be 5pm that day or 9am the next morning" for his target which is misleading to me and I am wondering which is correct, 5pm that day or 9am the next morning?