SLA and first response don't work

[tm.zammad]

Infos:

• Used Zammad version: 5.1.x
• Used Zammad installation type: package
• Operating system: Ubuntu 20.04
• Browser + version: chrome

Expected behavior:

Setup Conditions:

1. SLA condition state has been set to capture new and open and the second parameter is the status of the request (Response time)
   

   

2. Customer create ticket

3. Trigger for an automatic message about the registration of a notification

4. Agent’s response in the submission

In each ticket first response is -

In the same way that the data on the last contact by the agent does not complete and the data on the last response by the client does not change.

[Bozo0511]

Hi

I could not recreate the issue, but a lot changed with SLA in the new Zammad version.
So an update to the latest (Zammad 5.2.x) version could resolve the issue.

[MrGeneration]

What you’re describing sounds like the answers your agents are writing are of type “note” and neither “phone / call” or “email”. That would explain your issue. However, hard to tell with the information you did provide.