SLA & Solution time

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vinesh
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Posts: 76
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Real Name: Vinesh Narayanan
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SLA & Solution time

Post by vinesh »

i have defined a queues with SLA and my calendar. my calendar starts on monday and set to 9Am to 5Pm which is 8 working hours a day and 5 days a week from monday to friday (Saturday and sunday holiday) and SLA is set for 4 working days which is 8 Hours x 60 mins = 480 mins x 4 days = 1920 mins (32 Hours) which is shown in the picture when i move cursor to SLA but solution date is correct but why its showing 119 hours where i needed only 32 hours should be displayed. please help me how to resolve this. Thanks.
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alexus
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Re: SLA & Solution time

Post by alexus »

Solution time shows real escalation time. You need light custom development to show SLA business time.
Alexey Yusov

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vinesh
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Re: SLA & Solution time

Post by vinesh »

Hi alexus...can you please guide me this light custom development to show SLA business time or else let me know ticket information page file name and location so that i can try myself.
alexus
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Re: SLA & Solution time

Post by alexus »

Hi Vinesh!

Take a look at Kernel/Output/HTML/Templates/Standard/AgentTicketZoom.tt

Code: Select all

[% RenderBlockEnd("SLA") %]
                    </fieldset>

                    <fieldset class="TableLike FixedLabelSmall Narrow">
[% RenderBlockStart("FirstResponseTime") %]
                        <label>[% Translate("First Response Time") | html %]:</label>
                        <div class="Value">
                            <p title="[% Translate("Service Time") | html %]: [% Data.FirstResponseTimeWorkingTime | html %]" class="[% Data.FirstResponseTimeClass | html %]">
                                [% Data.FirstResponseTimeHuman | html %]
                                <br/>
                                [% Data.FirstResponseTimeDestinationDate | Localize("TimeShort") %]
                            </p>
                        </div>
                        <div class="Clear"></div>
[% RenderBlockEnd("FirstResponseTime") %]
[% RenderBlockStart("UpdateTime") %]
                        <label>[% Translate("Update Time") | html %]:</label>
                        <div class="Value">
                            <p title="[% Translate("Service Time") | html %]: [% Data.UpdateTimeWorkingTime | html %]" class="[% Data.UpdateTimeClass | html %]">
                                [% Data.UpdateTimeHuman | html %]
                                <br/>
                                [% Data.UpdateTimeDestinationDate | Localize("TimeShort") %]
                            </p>
                        </div>
                        <div class="Clear"></div>
[% RenderBlockEnd("UpdateTime") %]
[% RenderBlockStart("SolutionTime") %]
                        <label>[% Translate("Solution Time") | html %]:</label>
                        <div class="Value">
                            <p title="[% Translate("Service Time") | html %]: [% Data.SolutionTimeHuman | html %]" class="[% Data.SolutionTimeClass | html %]">
                                [% Data.Data.SolutionTimeWorkingTime | html %]
                                <br/>
                                [% Data.SolutionTimeDestinationDate | Localize("TimeShort") %]
                            </p>
                        </div>
                        <div class="Clear"></div>
[% RenderBlockEnd("SolutionTime") %]
                    </fieldset>
NB!
1. Please store all custom here /opt/otrs/Custom/*
2. System backup is strictly recommended 8)
Alexey Yusov

Production: OTRS CE ITSM 6.0.28 on CentOS 7 + Apache 2.4 + MariaDB 10.4.13 + Radiant Customer Portal

Radiant System OTRS Intergrator
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vinesh
Znuny newbie
Posts: 76
Joined: 01 Sep 2012, 09:51
Znuny Version: 5.0.16
Real Name: Vinesh Narayanan
Company: NTS

Re: SLA & Solution time

Post by vinesh »

Thank you alexus for the solution :D :)
alexus
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Re: SLA & Solution time

Post by alexus »

Hi vines,
How it looks now? Could you please share new screenshot.
Alexey Yusov

Production: OTRS CE ITSM 6.0.28 on CentOS 7 + Apache 2.4 + MariaDB 10.4.13 + Radiant Customer Portal

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vinesh
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Posts: 76
Joined: 01 Sep 2012, 09:51
Znuny Version: 5.0.16
Real Name: Vinesh Narayanan
Company: NTS

Re: SLA & Solution time

Post by vinesh »

Hi Alexus,
Happy new year and New look after changes as shown in the picture but this was done on live Kernel/Output/HTML/Templates/Standard/AgentTicketZoom.tt page and not under /opt/otrs/Custom/*. I know we need to keep folder structure similar to original /opt/otrs/Custom/Kernel/Output/HTML/Templates/Standard/AgentTicketZoom.tt but is there any setting i need to change in sysconfig. please suggest thanks.
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alexus
Znuny wizard
Posts: 380
Joined: 20 Sep 2010, 16:54
Znuny Version: OTRS 6 CE
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Location: Prague
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Re: SLA & Solution time

Post by alexus »

Hi Vinesh,

No need to make any changes in the SysConfig because you change just only a part of HTML-template. I still recommend to place custom tt file into Custom folder since you can lose the changes after even minor update. And don't forget to restart Apache after this.
Alexey Yusov

Production: OTRS CE ITSM 6.0.28 on CentOS 7 + Apache 2.4 + MariaDB 10.4.13 + Radiant Customer Portal

Radiant System OTRS Intergrator
RS4OTRS marketplace
Stay tuned on our Facebook
((OTRS)) Community Edition - what next?
vinesh
Znuny newbie
Posts: 76
Joined: 01 Sep 2012, 09:51
Znuny Version: 5.0.16
Real Name: Vinesh Narayanan
Company: NTS

Re: SLA & Solution time

Post by vinesh »

Thank you very much Alexus all working fine as per your instructions provided to me. :D :D :D
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