Administration - Service Desk - SLA - SLA: Time to first reaction or time to resolve on newly created tickets can be shifted by 1 hour

This article is about product releases

ALVAO Service Desk 11.0 and higher

Symptoms

Precomputed data for operating hour for the selected SLA on newly created ticket can be shifted by 1 hour.

Cause

The cause is a bug in ALVAO products.

Solution

Fix planned for release ALVAO 26.3 (2026-07-23)

Workaround

Workaround 1:
Go to the definition for Operating hour for the selected SLA on the ticket (you can find the specific Operating hour in the SLA settings)
Select that Operating hour -> from the menu or detail select Operating hours -> Edit -> Select interval (any of them) -> Save

Workaround 2:
In the SQL Server Management Studio run the following script (you need to replace {OPERATING_HOUR_ID} with the ID from URL, for example: https://contoso.com/OpeningHour/WeekOpeningHours/2?Popup=True)

exec spOpeningHoursCache_Update {OPERATING_HOUR_ID}


                

                    
Steps to reproduce this behavior
                    
Operatig hour's time zone consideres summer time and winter time.
                

                

                    
Attachments
                    
                

                
Issue number
                
T195700ALVAO