SLA escalation not working correct

  • Used Zammad version: 5.2.3-1668164764
  • Used Zammad installation type: package
  • Operating system: Ubuntu Server 22.04LTS
  • Browser + version: All

Expected behavior:

  • If someone respond to the ticket, first respond escalation it should be stop.
  • Save correct values in elasticsearch for SLA.

Actual behavior:

I have only one SLA

first_response_diff_in_min don’t exist

Steps to reproduce the behavior:

  • Not sure :confused: :frowning:

I am facing the same problem. Sometimes close_in_min is null. Sometimes it is not.

So far I too was unable to find the reason/pattern for this. Any help is greatly appreciated :slight_smile:

Zammads SLA calculation only cares for communication articles.
This means phone or email articles.

If you create a simple note article, Zammad will not take it into account.

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