On 04/01/2013 04:22 AM, Asanka Gunasekera wrote: > Hi I have SLA configured as below but when I apply S4 and reply due date > is getting calculated correctly but the Resolve due date is been > calculated in reverse that is backdated 3 months. What is that I am > doing wrong > > > 'S4' => { > StartImmediately => 0, > BusinessHours => 'Support', > Response => { RealMinutes => 60*24*28 }, > # four real weeks > Resolve => { RealMinutes => 60*24*28*3 > }, # three real mounths
Resolve is calculated from ticket creation time. Response is calculated from the last applicable reply from the requestors. You should also read https://metacpan.org/module/RT::Extension::SLA