Escalation SLA not working

Technical assistance
1
  • Used Zammad version: 5.1.x
  • Used Zammad installation type: package
  • Operating system: Windows 10
  • Browser + version: Chrome 102.0.5005.115

Expected behavior:

2022-07-01 13_39_31-Integrate Helpdesk - SLAs
2022-07-01 13_39_31-Integrate Helpdesk - SLAs584×891 46.1 KB

  • After the customer responds, the ticket should escalate after 4 hours if the agent has not responded yet. We used the “for an agent to respond” option.

Actual behavior:

  • It seems like this SLA is never triggered. We have an SLA that escalates the ticket 4 hours after creation if no responses are received and another that escalates the ticket after 12 hours “between agent updates” and both of these work fine.

Steps to reproduce the behavior:

  • A new ticket is created and should have at least 1 further response from the customer.
2

Hi. The SLA works for me as intended. My best guess would be that the ticket is maybe altered by a Trigger or automatization. You could check that easily in the Ticket history.

3

You can’t have two “Update Time”-SLAs active on the same ticket at the same time.

Overlapping SLAs are unpredictable:
https://admin-docs.zammad.org/en/latest/manage/slas/how-do-they-work.html#how-do-they-work

4

This topic was automatically closed 120 days after the last reply. New replies are no longer allowed.