Dear Ruslan, After trying this setting for the business hour I realize that the SLA functionality is then broken : if I create a ticket with this setup I have no automation in due date and start date.
%RT::ServiceBusinessHours = ( 'US1' => { 0 => { Name => 'Sunday', Start => undef, End => undef }, 1 => { Name => 'Monday', Start => '15:00', End => '01:00' }, 2 => { Name => 'Tuesday', Start => '15:00', End => '01:00' }, 3 => { Name => 'Wednesday', Start => '15:00', End => '01:00' }, 4 => { Name => 'Thursday', Start => '15:00', End => '01:00' }, 5 => { Name => 'Friday', Start => '15:00', End => '01:00' }, 6 => { Name => 'Saturday', Start => undef, End => undef }, }, If I set it like this then scrips are doing their job but I do not know what's happen in between 24:00 and 25:00 hours ;) %RT::ServiceBusinessHours = ( 'US1' => { 0 => { Name => 'Sunday', Start => undef, End => undef }, 1 => { Name => 'Monday', Start => '15:00', End => '25:00' }, 2 => { Name => 'Tuesday', Start => '15:00', End => '25:00' }, 3 => { Name => 'Wednesday', Start => '15:00', End => '25:00' }, 4 => { Name => 'Thursday', Start => '15:00', End => '25:00' }, 5 => { Name => 'Friday', Start => '15:00', End => '25:00' }, 6 => { Name => 'Saturday', Start => undef, End => undef }, }, Advise appreciated, FYI : Business::Hours 0.10 Business::SLA 0.05 Christophe -----Original Message----- From: ruslan.zaki...@gmail.com [mailto:ruslan.zaki...@gmail.com] On Behalf Of Ruslan Zakirov Sent: jeudi 24 novembre 2011 12:23 To: Soula, Christophe Cc: rt-users@lists.bestpractical.com Subject: Re: [rt-users] SLA module in international environment On Thu, Nov 24, 2011 at 1:46 PM, Soula, Christophe <cso...@hach-lange.com> wrote: > Second issue : What are the best practice to use efficiently this SAL > extension in my environment > > In my example > > - US team is working from 07:00 to 17:00 (Denver time) > > - EU team is working from 07:00 to 17:00 (Berlin time) > > The only “solution” find to realize this is to fake the system for the US > business hour but this is not possible if I keep the actual server timezone > like this : > > We should cover on each side 10 hours of business hour but if you look at > the example below you will see that my fake for the US1 business hours can > only cover 9 hours (15:00 -> 23:59) Have you tried using Start => 15:00, End => 01:00? If it doesn't work then it's bad and we should fix it in Business::Hours module. -- Best regards, Ruslan. Please be advised that this email may contain confidential information. If you are not the intended recipient, please notify us by email by replying to the sender and delete this message. The sender disclaims that the content of this email constitutes an offer to enter into, or the acceptance of, any agreement; provided that the foregoing does not invalidate the binding effect of any digital or other electronic reproduction of a manual signature that is included in any attachment. -------- RT Training Sessions (http://bestpractical.com/services/training.html) * Boston TBA