henry
July 5, 2021, 6:44pm
1
Used Zammad version: zammad-4.1.0-1625039162.1dd474c4.centos7.x86_64
Used Zammad installation type: package
Operating system: Centos7
Browser + version: Chrome, Firefox
With each agent interaction the SLA timer (Update time) to start again.
Customer interactions do not reset the SLA timer.
Customer interactions (re)start the SLA timer.
Create an SLA
Wait for a new ticket
Answer the ticket (public article)
Ask to the customer for a article
When the article arrives the SLA timer are set:
Answer the ticket (public article) and the SLA timer are set to nil:
I mean, I expect with each agent interaction the SLA timer to start again but it only restart with the customer interactions. Am I misunderstanding the concept of this SLA?
Regards!
Update Time is broken at the moment. For more information watch this issue:
opened 08:29PM - 29 Jul 20 UTC
closed 09:39AM - 27 Oct 21 UTC
bug
verified
escalation logic
prioritised by payment
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### Infos:
* Used Zammad version:3.1.x
* Installation method (source, package, ..):source
* Operating system:CentOS 7
* Database + version:
* Elasticsearch version:
* Browser + version:
* Tickets: #1088119
### Expected behavior:
* SLAs on update time should only trigger if there is a message from a customer that did not get a response from an agent within X minutes. The UI states " **update time** (time between a customer's request and an agent's reaction)"
* The definition of update time is rather vague in other places, but it doesn't seem to make sense to escalate a ticket when customers don't respond fast enough.
### Actual behavior:
SLAs on update time trigger always (regardless of who wrote the last response/message/note).
Looking at the source code (https://github.com/zammad/zammad/blob/develop/app/models/ticket/escalation.rb#L192) it seems like a check is missing to ensure that the last contact came from the customer, e.g. last_contact_agent_at < last_contact_customer_at should be true.
### Steps to reproduce the behavior:
* Create an SLA with update time
* Create a ticket as customer
* Respond to ticket as agent
* Ticket escalates despite agent response
henry
July 6, 2021, 4:13pm
3
Thanks @rolfschmidt . Iām going to follow this issue.
1 Like
system
November 3, 2021, 4:13pm
4
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