fix: Fix SLA resolution by date time calculation with hold time #47884
Conversation
This file contains hidden or bidirectional Unicode text that may be interpreted or compiled differently than what appears below. To review, open the file in an editor that reveals hidden Unicode characters.
Learn more about bidirectional Unicode characters
|
This pull request has been automatically marked as inactive because it has not had recent activity. It will be closed within 3 days if no further activity occurs, but it only takes a comment to keep a contribution alive :) Also, even if it is closed, you can always reopen the PR when you're ready. Thank you for contributing. |
Sign up for free
to subscribe to this conversation on GitHub.
Already have an account?
Sign in.
Add this suggestion to a batch that can be applied as a single commit.
This suggestion is invalid because no changes were made to the code.
Suggestions cannot be applied while the pull request is closed.
Suggestions cannot be applied while viewing a subset of changes.
Only one suggestion per line can be applied in a batch.
Add this suggestion to a batch that can be applied as a single commit.
Applying suggestions on deleted lines is not supported.
You must change the existing code in this line in order to create a valid suggestion.
Outdated suggestions cannot be applied.
This suggestion has been applied or marked resolved.
Suggestions cannot be applied from pending reviews.
Suggestions cannot be applied on multi-line comments.
Suggestions cannot be applied while the pull request is queued to merge.
Suggestion cannot be applied right now. Please check back later.
Fix: SLA resolution by date time calculation with hold time
This PR addresses an issue where the Resolution Time calculation incorrectly included hold time, leading to a total resolution duration that could exceed the defined SLA working hours or days.
The logic has been updated to account for hold time before calculating the Resolution By datetime. This ensures that the final Resolution By datetime remains accurate and in line with SLA settings.
SLA Configurations
Before
After
