SLA breached tag

Technical assistance
1

Infos:

  • Used Zammad version: 6.3.1
  • Zammad installation type: Package
  • Browser and version: Chrome

Hi I need to mark tickets that have expired SLA with SLA_Breached tag. I thought the best solution is to use a trigger since I want to tag the ticket immediately when the SLA expires. Is this setting that I show in the picture correct or would you recommend something else? I originally set the timeout to 1 minute but the trigger didn’t work with that (don’t know why).

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image972×855 31 KB

Thanks in advance Martin

2

Then I tryed to change it to “before (relative)” and set it to 1 min.
It is working but not as expected… it gives tag to ticket sometimes after 2, sometimes after 4 and not immediately or at least 1 min after escalation…

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image1036×885 36.7 KB

After that I tryed scheduler which is also giving tag to tickets but it can run only each 10 mins which isn’t good for me (I realy need to give that tag ASAP).

I don’t know what to do anymore.