SLA - Update escalation time calculate on ticket creation

Infos:

  • Used Zammad version: 6.2.0
  • Used Zammad installation type: source
  • Operating system: Ubuntu 20.04
  • Browser + version: Chrome 120 / Vivaldi / … (tested several)

Expected behavior:

  • “Escalation at (Update Time)” empty on ticket creation (or equals “First response”) when having “First response” set (to higher value then update SLA time)

Actual behavior:

  • SLA rule matches and sets “Escalation at (First Response Time) ‘2024-03-22 08:31’” and “Escalation at (Update Time) ‘2024-02-29 12:01’” as per following SLA rule:
    image

Steps to reproduce the behavior:

  • Create a SLA rule to match your ticket having a higher “First response time” than “Update time to respond” (see image above)
  • Create ticket (via mail) that matches this rule
  • Escalation at (First Response Time) will be in 172 working hours (so it is correctly set)
  • Escalation at (Update Time) will be set to now + 8 working hours
    => Ticket will escalate after 8 working hours instead of 172 hours.

Goal of such a rule:
New tickets shall be treated whenever there is time within long period, but clients coming back after agent response shall be treated quickly.

Example of a ticket history:

I think the workaround could be to add additional SLA rules that match after first response is set, but due to the amount of SLA rules this is a mess then.
As I didn’t find any other solution, I still assume this as a bug from Zammad in calculating update time.

In my opinion your SLA configuration is conflicting.
I checked against the documentation that states this:


(How do SLAs work — Zammad Admin Documentation documentation)

On Zammad 6.3.1 I can verify that the first response time is being overruled.
image

I created a bug report for you already:

Hi MrGeneration,

thanks for checking.
I thought first as well that my rules would be the issue, but I read the docu as “If first response is set, we use first response as start value - and after the first answer we use the update time”.
I appreciate that you opened a bug report for this!