Tickets: Opening time without SLA paused (hours) - wrong value after operating hours changed

This article is about product releases

ALVAO Service Desk 10.0 and higher

Symptoms

The "Opening time without SLA paused (hours)" and "Time open without awaiting response from requester (hours)" columns show incorrect values for tickets with SLAs where operating hours have recently changed.

Cause

The cause is a bug in ALVAO products.

Solution

Fix planned for release 26.1 RTM (code freeze 2026-01-05; 2026-02-05)

Workaround

Run the scripts from the Attachments section.

Attachments

T187532ALVAO - Update SLA Paused Hours.sql
T187532ALVAO - Update Waited For User Hours.sql

Issue number

T187532ALVAO

Did not find what you were looking for? Ask our technical support team.