STATUS new X SLA

[SilvaFernando]

Code of Conduct

• [X] I agree to follow this project's Code of Conduct

Is there an existing issue for this?

• [X] I have searched the existing issues

Version

10.0.6

Bug description

Hello, I have a strange behavior in version 10.0.6 of glpi, I also simulated in 10.0.3, if I have a ticket with a 2-hour SLA, when changing the status of this ticket to new, when changing the status the SLA already expires, no log is generated. follow evidence: Our problem, apparently the status when the status is new, the SLA does not respect the time the ticket was pending.

This problem does not happen if you use the status Processing (assigned)

Relevant log output

I don't have error on logs.

Page URL

No response

Steps To reproduce

1. Open a ticket with SLA
2. Set pending status
3. Wait SLA time
4. Set new status

Your GLPI setup information

Information about system installation & configuration --   GLPI 10.0.6 ( => /usr/share/glpi) Installation mode: TARBALL Current language:en_US Operating system: Linux 60113dba5e2c 4.18.0-348.20.1.el8_5.x86_64 #1 SMP Thu Mar 10 20:59:28 UTC 2022 x86_64 PHP 8.0.27 fpm-fcgi (Core, PDO, Phar, Reflection, SPL, SimpleXML, Zend OPcache, apcu, bz2, calendar, cgi-fcgi, ctype, curl, date, dom, exif, fileinfo, filter, ftp, gd, gettext, hash, iconv, imap, intl, json, ldap, libxml, mbstring, mysqli, mysqlnd, openssl, pcre, pdo_mysql, pdo_sqlite, posix, selinux, session, shmop, snmp, soap, sockets, sodium, sqlite3, standard, sysvmsg, sysvsem, sysvshm, tokenizer, xml, xmlreader, xmlrpc, xmlwriter, xsl, zip, zlib) Setup: max_execution_time="30" memory_limit="128M" post_max_size="20M" safe_mode="" session.save_handler="files" upload_max_filesize="20M" Software: Apache/2.4.37 (AlmaLinux) () Mozilla/5.0 (Windows NT 10.0; Win64; x64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/110.0.0.0 Safari/537.36 Edg/110.0.1587.50 Server Software: Percona Server (GPL), Release 42, Revision b0a7dc2da2e Server Version: 5.7.39-42 Server SQL Mode: STRICT_TRANS_TABLES,NO_ZERO_IN_DATE,NO_ZERO_DATE,ERROR_FOR_DIVISION_BY_ZERO,NO_AUTO_CREATE_USER,NO_ENGINE_SUBSTITUTION Parameters: glpi@172.17.0.3/glpi Host info: 172.17.0.3 via TCP/IP PHP version (8.0.27) is supported. Sessions configuration is OK. Allocated memory is sufficient. mysqli extension is installed. Following extensions are installed: dom, fileinfo, json, simplexml. curl extension is installed. gd extension is installed. intl extension is installed. libxml extension is installed. zlib extension is installed. The constant SODIUM_CRYPTO_AEAD_XCHACHA20POLY1305_IETF_NPUBBYTES is present. Database engine version (5.7.39) is supported. No files from previous GLPI version detected. The log file has been created successfully. Write access to /var/lib/glpi/files/_cache has been validated. The directory could not be created in /etc/glpi. Write access to /var/lib/glpi/files/_cron has been validated. Write access to /var/lib/glpi/files/data-documents has been validated. Write access to /var/lib/glpi/files/_dumps has been validated. Write access to /var/lib/glpi/files/_graphs has been validated. Write access to /var/lib/glpi/files/_lock has been validated. Write access to /var/lib/glpi/files/_pictures has been validated. Write access to /var/lib/glpi/files/_plugins has been validated. Write access to /var/lib/glpi/files/_rss has been validated. Write access to /var/lib/glpi/files/_sessions has been validated. Write access to /var/lib/glpi/files/_tmp has been validated. Write access to /var/lib/glpi/files/_uploads has been validated. GLPI data directories are located in a secured path. For security reasons, SELinux mode should be Enforcing. PHP directive "session.cookie_httponly" should be set to "on" to prevent client-side script to access cookie values. exif extension is installed. ldap extension is installed. openssl extension is installed. zip extension is installed. bz2 extension is installed. Zend OPcache extension is installed. Following extensions are installed: ctype, iconv, mbstring, sodium. Write access to /usr/share/glpi/marketplace has been validated. Access to timezone database (mysql) is not allowed. GLPI_ROOT: "/usr/share/glpi" GLPI_CONFIG_DIR: "/etc/glpi" GLPI_MARKETPLACE_ALLOW_OVERRIDE: false GLPI_VAR_DIR: "/var/lib/glpi/files" GLPI_DOC_DIR: "/var/lib/glpi/files/data-documents" GLPI_CRON_DIR: "/var/lib/glpi/files/_cron" GLPI_DUMP_DIR: "/var/lib/glpi/files/_dumps" GLPI_GRAPH_DIR: "/var/lib/glpi/files/_graphs" GLPI_LOCK_DIR: "/var/lib/glpi/files/_lock" GLPI_PICTURE_DIR: "/var/lib/glpi/files/_pictures" GLPI_PLUGIN_DOC_DIR: "/var/lib/glpi/files/_plugins" GLPI_RSS_DIR: "/var/lib/glpi/files/_rss" GLPI_SESSION_DIR: "/var/lib/glpi/files/_sessions" GLPI_TMP_DIR: "/var/lib/glpi/files/_tmp" GLPI_UPLOAD_DIR: "/var/lib/glpi/files/_uploads" GLPI_CACHE_DIR: "/var/lib/glpi/files/_cache" GLPI_LOG_DIR: "/var/log/glpi" GLPI_SYSTEM_CRON: true GLPI_MARKETPLACE_DIR: "/usr/share/glpi/marketplace" GLPI_USE_CSRF_CHECK: "1" GLPI_CSRF_EXPIRES: "7200" GLPI_CSRF_MAX_TOKENS: "100" GLPI_USE_IDOR_CHECK: "1" GLPI_IDOR_EXPIRES: "7200" GLPI_ALLOW_IFRAME_IN_RICH_TEXT: false GLPI_SERVERSIDE_URL_ALLOWLIST: ["/^(https?\|feed):\\/\\/[^@:]+(\\/.*)?$/"] GLPI_TELEMETRY_URI: "https://telemetry.glpi-project.org" GLPI_INSTALL_MODE: "TARBALL" GLPI_NETWORK_MAIL: "glpi@teclib.com" GLPI_NETWORK_SERVICES: "https://services.glpi-network.com" GLPI_MARKETPLACE_MANUAL_DOWNLOADS: true GLPI_USER_AGENT_EXTRA_COMMENTS: "" GLPI_DISABLE_ONLY_FULL_GROUP_BY_SQL_MODE: "1" GLPI_AJAX_DASHBOARD: "1" GLPI_CALDAV_IMPORT_STATE: 0 GLPI_DEMO_MODE: "0" GLPI_CENTRAL_WARNINGS: "1" GLPI_LOCAL_I18N_DIR: "/var/lib/glpi/files/_locales" GLPI_INVENTORY_DIR: "/var/lib/glpi/files/_inventories" GLPI_NETWORK_REGISTRATION_API_URL: "https://services.glpi-network.com/api/registration/" GLPI_MARKETPLACE_PLUGINS_API_URI: "https://services.glpi-network.com/api/glpi-plugins/" GLPI_I18N_DIR: "/usr/share/glpi/locales" GLPI_VERSION: "10.0.6" GLPI_SCHEMA_VERSION: "10.0.6@21cffee0fbb5afbf0d580cabdf6fd7a922598f97" GLPI_MARKETPLACE_PRERELEASES: false GLPI_MIN_PHP: "7.4.0" GLPI_MAX_PHP: "8.3.0" GLPI_YEAR: "2023" htmlawed/htmlawed version 1.2.9 in (/usr/share/glpi/vendor/htmlawed/htmlawed) phpmailer/phpmailer version 6.6.0 in (/usr/share/glpi/vendor/phpmailer/phpmailer/src) simplepie/simplepie version 1.5.8 in (/usr/share/glpi/vendor/simplepie/simplepie/library) tecnickcom/tcpdf version 6.6.2 in (/usr/share/glpi/vendor/tecnickcom/tcpdf) michelf/php-markdown in (/usr/share/glpi/vendor/michelf/php-markdown/Michelf) true/punycode in (/usr/share/glpi/vendor/true/punycode/src) iamcal/lib_autolink in (/usr/share/glpi/vendor/iamcal/lib_autolink) sabre/dav in (/usr/share/glpi/vendor/sabre/dav/lib/DAV) sabre/http in (/usr/share/glpi/vendor/sabre/http/lib) sabre/uri in (/usr/share/glpi/vendor/sabre/uri/lib) sabre/vobject in (/usr/share/glpi/vendor/sabre/vobject/lib) laminas/laminas-i18n in (/usr/share/glpi/vendor/laminas/laminas-i18n/src) laminas/laminas-servicemanager in (/usr/share/glpi/vendor/laminas/laminas-servicemanager/src) monolog/monolog in (/usr/share/glpi/vendor/monolog/monolog/src/Monolog) sebastian/diff in (/usr/share/glpi/vendor/sebastian/diff/src) donatj/phpuseragentparser in (/usr/share/glpi/vendor/donatj/phpuseragentparser/src/UserAgent) elvanto/litemoji in (/usr/share/glpi/vendor/elvanto/litemoji/src) symfony/console in (/usr/share/glpi/vendor/symfony/console) scssphp/scssphp in (/usr/share/glpi/vendor/scssphp/scssphp/src) laminas/laminas-mail in (/usr/share/glpi/vendor/laminas/laminas-mail/src/Protocol) laminas/laminas-mime in (/usr/share/glpi/vendor/laminas/laminas-mime/src) rlanvin/php-rrule in (/usr/share/glpi/vendor/rlanvin/php-rrule/src) blueimp/jquery-file-upload in (/usr/share/glpi/vendor/blueimp/jquery-file-upload/server/php) ramsey/uuid in (/usr/share/glpi/vendor/ramsey/uuid/src) psr/log in (/usr/share/glpi/vendor/psr/log/Psr/Log) psr/simple-cache in (/usr/share/glpi/vendor/psr/simple-cache/src) psr/cache in (/usr/share/glpi/vendor/psr/cache/src) league/csv in (/usr/share/glpi/vendor/league/csv/src) mexitek/phpcolors in (/usr/share/glpi/vendor/mexitek/phpcolors/src/Mexitek/PHPColors) guzzlehttp/guzzle in (/usr/share/glpi/vendor/guzzlehttp/guzzle/src) guzzlehttp/psr7 in (/usr/share/glpi/vendor/guzzlehttp/psr7/src) glpi-project/inventory_format in (/usr/share/glpi/vendor/glpi-project/inventory_format/lib/php) wapmorgan/unified-archive in (/usr/share/glpi/vendor/wapmorgan/unified-archive/src) paragonie/sodium_compat in (/usr/share/glpi/vendor/paragonie/sodium_compat/src) symfony/cache in (/usr/share/glpi/vendor/symfony/cache) html2text/html2text in (/usr/share/glpi/vendor/html2text/html2text/src) symfony/css-selector in (/usr/share/glpi/vendor/symfony/css-selector) symfony/dom-crawler in (/usr/share/glpi/vendor/symfony/dom-crawler) twig/twig in (/usr/share/glpi/vendor/twig/twig/src) twig/string-extra in (/usr/share/glpi/vendor/twig/string-extra) symfony/polyfill-ctype not found symfony/polyfill-iconv not found symfony/polyfill-mbstring not found symfony/polyfill-php80 not found symfony/polyfill-php81 in (/usr/share/glpi/vendor/symfony/polyfill-php81) symfony/polyfill-php82 in (/usr/share/glpi/vendor/symfony/polyfill-php82) phpCas version 1.6.0 in (/usr/share/pear) Not active Way of sending emails: SMTP+TLS (vinicius.lamelas@servicedeskbrasil.com.br@smtp.office365.com)   activity Name: Activities Version: 3.1.2 State: Installed / not activated Install Method: Marketplace news Name: Alertas Version: 1.10.5 State: Installed / not activated Install Method: Marketplace formcreator Name: Form Creator Version: 2.13.0-sdb State: Enabled Install Method: Manual tag Name: Gerenciamento de Etiquetas Version: 2.11.0 State: Installed / not activated Install Method: Marketplace timelineticket Name: Linha do tempo dos chamados Version: 10.0+1.1 State: Installed / not activated Install Method: Manual sdbsubtask Name: Plugin SDB SubTask Version: 1.2.1 State: Installed / not activated Install Method: Manual sdbacaoporemail Name: Servicedesk Brasil - Ação por Version: 2.0.2 State: Enabled Install Method: Manual sdbescalonamentoapro Name: Servicedesk Brasil - Escalonam Version: 1.1.0 State: Installed / not activated Install Method: Manual vip Name: VIP Version: 1.8.2 State: Installed / not activated Install Method: Marketplace workflows Name: Workflows Version: 1.0.0-alpha-10 State: Installed / not activated Install Method: Manual

Anything else?

No response

[SilvaFernando]

Hi team.

Can you help me, please?

BR. Fernando Dias da Silva

[cedric-anne]

@SilvaFernando

It see

[cedric-anne]

@SilvaFernando

It seems that your are working at Servicedesk Brazil. If it is correct, you should open issues directly on professional support website, if you want it to be processed in a shorter delay.

[SilvaFernando]

Ok, thanks we opened ticket on profesional support webstie