I am puzzled on how SLA calculation works in ITOP. I'm using the coverage window extension with a coverage window from 8 to 16. I've tried multiple different values for SLA TTO, but none of them seem to make any sense to me.
For example, my low priority SLA TTO for service requests is 8 hours, it seems to report 1 day and 30 minutes for a ticket sent 15:30, this seems correct. When it's sent 30 seconds before 16:00, the TTO deadline is 1 day (likely slightly less, but its rounded in the UI). Both of these seem correct.
However, when I send it 16:05, I get a TTO deadline of 23h 48min. I have no clue why this is so, its as if theres a tiny few minute difference since it should only be 5 minutes difference to the exactly 1 day one. So counting starts at 8 AM and 8 hours after 8:00 is 16:00, so the time to 16:00 should be 23 hours and 55 minutes.
With regards,
Cyro
Last edit: Cyro 2025-10-29
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Greetings,
I am puzzled on how SLA calculation works in ITOP. I'm using the coverage window extension with a coverage window from 8 to 16. I've tried multiple different values for SLA TTO, but none of them seem to make any sense to me.
For example, my low priority SLA TTO for service requests is 8 hours, it seems to report 1 day and 30 minutes for a ticket sent 15:30, this seems correct. When it's sent 30 seconds before 16:00, the TTO deadline is 1 day (likely slightly less, but its rounded in the UI). Both of these seem correct.
However, when I send it 16:05, I get a TTO deadline of 23h 48min. I have no clue why this is so, its as if theres a tiny few minute difference since it should only be 5 minutes difference to the exactly 1 day one. So counting starts at 8 AM and 8 hours after 8:00 is 16:00, so the time to 16:00 should be 23 hours and 55 minutes.
With regards,
Cyro
Last edit: Cyro 2025-10-29