SLA escalation not working correct

[christdeme]

• 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:

• Escalation don’t stop if someone respond
  

  

• SLA don’t save correctly on elasticsearch first_response_diff_in_min and other values is null.
  

  

SLA
I have only one SLA

first_response_diff_in_min don’t exist

Steps to reproduce the behavior:

• Not sure

[m.hoeller]

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

[MrGeneration]

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.