Based on the configured SLT, I would expect the deadline to be approximately 90 minutes after the start date, but the calculated value is almost 10 hours later.
What is strange is that the SLTs configured with the TDS - Time to Resolve metric are working correctly and the resolution deadlines are calculated as expected.
Has anyone experienced a similar issue or can suggest what configuration I should check?
Thank you for your help.
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Hello everyone,
I have a question regarding an SLA configuration in iTop.
I created an SLA called ASSIGNMENT TIME with the following SLTs using the TDA - Time to Assign metric:
Critical = 30 min
High = 30 min
Medium = 60 min
Low = 90 min
I also created an SLA policy linked to this SLA and a service with an 8x5 coverage window.
When testing, I noticed that the Assignment Time Deadline is not being calculated as expected. For example:
Start Date: 24/06/2026 10:47
Priority: Low
Assignment Time Deadline: 24/06/2026 20:42
Based on the configured SLT, I would expect the deadline to be approximately 90 minutes after the start date, but the calculated value is almost 10 hours later.
What is strange is that the SLTs configured with the TDS - Time to Resolve metric are working correctly and the resolution deadlines are calculated as expected.
Has anyone experienced a similar issue or can suggest what configuration I should check?
Thank you for your help.