Infos:
- Used Zammad version: 4.0.x
- Used Zammad installation type: Docker
- Operating system: CentOS
- Browser + version: Chrome
Expected behavior:
- Ticket to escalate resolution after 4 hours
Actual behavior:
- Sometimes after the ticket is opened, it escalates almost immediately; sometimes it escalates in 2 hours. Sometimes, it escalates when the group is changed to another group
Ticket History
- 2 minutes ago
- created Ticket
- created Article
- updated Ticket last_contact_customer_at ‘2021-05-05 16:44:48 UTC’
- updated Ticket last_contact_at ‘2021-05-05 16:44:48 UTC’
-
- 2 minutes ago
- updated Ticket state from ‘new’ → ‘open’
- updated Ticket owner from ‘-’ → ‘Sarah Marcoux’
- updated Ticket last_owner_update_at ‘2021-05-05 16:44:48 UTC’
- created Article
- created Article
- created Article
- updated Ticket close_escalation_at ‘2021-05-06 17:00:00 UTC’
- updated Ticket escalation_at ‘2021-05-06 17:00:00 UTC’
- created Article
- email sent to ‘sarah.marcoux@SOMEDOMAIN.com’
- email sent to ‘test@email.com’
Phillip Rumple - 1 minute ago
- notification sent to ‘sarah.marcoux@SOMEDOMAIN.com(create:online,email)’
-
- 1 minute ago
- email sent to ‘escalation.user@SOMEDOMAIN.com’
Phillip Rumple - just now
- updated Ticket state from ‘open’ → ‘closed’
- updated Ticket onboarding
- updated Ticket close_at ‘2021-05-05 16:46:31 UTC’
- updated Ticket last_owner_update_at ‘2021-05-05 16:44:48 UTC’ → ‘-’
- updated Ticket escalation_at ‘2021-05-06 17:00:00 UTC’ → ‘-’
- updated Ticket close_escalation_at ‘2021-05-06 17:00:00 UTC’ → ‘-’
- notification sent to ‘sarah.marcoux@RANDOMDOMAIN.com(update:online,email)’
How SLA Is setup
For every ticket in the Locks, Docs, Setup, or Changes group, once the ticket is created, set the SLA to resolution of 4 hours.