“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:
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.
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.
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!
