SiT! Bugs - SiT!
View Issue Details
0001204SiT!SLAspublic2010-03-28 13:382010-05-29 14:20
paulh 
ivan 
normalmajoralways
closedfixed 
3.45 
3.61 LTS3.61 LTS 
0001204: Incident SLA calculations wrong
Incident SLAs calculations are wrong

Have an SLA which has a critical priority with an IR or 30minutes

Log a call as critical against this and instantly is shows as being out of SLA

Open for 3 minutes Active
Initial Response 30 minutes late

This happened on our live system yesterday as well (prior to DST) have reproduced this with my install of SiT as well
No tags attached.
png incident.png (94,809) 2010-03-28 13:38
http://bugs.sitracker.org/file_download.php?file_id=102&type=bug
png

png service.png (66,107) 2010-03-28 13:39
http://bugs.sitracker.org/file_download.php?file_id=103&type=bug
png

? db.sql (4,032) 2010-05-06 19:57
http://bugs.sitracker.org/file_download.php?file_id=115&type=bug
png error.png (78,449) 2010-05-06 19:58
http://bugs.sitracker.org/file_download.php?file_id=116&type=bug
png
Issue History
2010-03-28 13:38paulhNew Issue
2010-03-28 13:38paulhFile Added: incident.png
2010-03-28 13:39paulhFile Added: service.png
2010-03-28 13:39paulhNote Added: 0002890
2010-03-28 15:15kieranNote Added: 0002892
2010-03-28 15:15kieranStatusnew => confirmed
2010-03-28 15:15kieranProduct Version => 3.60 LTS
2010-03-28 15:15kieranTarget Version => 3.61 LTS
2010-03-28 15:27ivanNote Added: 0002893
2010-03-28 15:52ivanNote Added: 0002894
2010-03-28 16:20paulhNote Added: 0002895
2010-03-28 17:33ivanProduct Version3.60 LTS => 3.45
2010-05-06 19:46paulhNote Added: 0003150
2010-05-06 19:57paulhFile Added: db.sql
2010-05-06 19:58paulhFile Added: error.png
2010-05-06 19:59paulhNote Added: 0003151
2010-05-29 10:24ivanStatusconfirmed => assigned
2010-05-29 10:24ivanAssigned To => ivan
2010-05-29 11:25ivanNote Added: 0003185
2010-05-29 11:25ivanStatusassigned => resolved
2010-05-29 11:25ivanFixed in Version => Current SVN
2010-05-29 11:25ivanResolutionopen => fixed
2010-05-29 13:39ivanFixed in VersionCurrent SVN => 3.61 LTS
2010-05-29 14:20ivanNote Added: 0003213
2010-05-29 14:20ivanStatusresolved => closed

Notes
(0002890)
paulh   
2010-03-28 13:39   
Ignore the warning in the above screenshot I've logged that as 1203
(0002892)
kieran   
2010-03-28 15:15   
I can sorta confirm; I get a slightly different problem:

Open for 2 minutes - Active
Initial Response due now
Review Due 0 minutes ago!
(0002893)
ivan   
2010-03-28 15:27   
Paul, does this happen in version prior to 3.60 do you know?
(0002894)
ivan   
2010-03-28 15:52   
Seems to happen even without the DST adjustment, and the incident_get_next_target() function hasn't changed for months. Confused.
(0002895)
paulh   
2010-03-28 16:20   
Ivan, it happens on our live 3.45 (ish) install which is where I spotted it last night (44755). Admit ably I did log the call with our 3.6 install. I find it hard to believe no one had spotted this before
(0003150)
paulh   
2010-05-06 19:46   
Been having a look and it appear to be the calculate_working_time function which is returning 60 rather than 6

Can't repro this with new incidents though can with the open I first spotted this with, suspect its something about the time it was opened, will upload a DB export onces sanatised
(0003151)
paulh   
2010-05-06 19:59   
error.png shows the current status and db.sql is the relevant incident and update rows

For some reason it things that between 8:51pm and 8:44pm theres 60 mins
(0003185)
ivan   
2010-05-29 11:25   
Fixed in svn r6490
There is a special case for working time calculations where both the start and the end time are outside of the working week, if this is the case we now return 0 minutes, because no time at all was working time.
(0003213)
ivan   
2010-05-29 14:20   
Released in v3.61