Administration - Service Desk - Operating hours, ...: Ticket time to resolve is zero
This article is about product releases
ALVAO Service Desk 10.1 and higher
Symptoms
The values in the column Time to resolve (hours) are zero for older tickets.
Cause
The cause is a bug in ALVAO products.
Solution
Fix planned for release 11.3/RTM (2025-04-10)
Workaround
Set the Valid from date of operating values to the value that is before the time of creation of tickets.
Steps to reproduce this behavior
Configure Interval for operating hours and set the the field Valid from to the date that is greater than resolve time of some tickets with SLA that uses those operating hour settings.
Attachments
Issue number
T169140ALVAO