SLA Update on Move


  • Used Zammad version: 4.0.x
  • Used Zammad installation type: Docker
  • Operating system: CentOS
  • Browser + version: Chrome + 90.0.4430.93 (Official Build) (64-bit)

Expected behavior:

  • When ticket is moved to another Group/Queue, the SLA should be re-applied that applies to that new group

Actual behavior:

  • When ticket is moved to another Group/Queue, it retains the FIRST group/queue’s SLA that is already applied

Steps to reproduce the behavior:

  • Create an SLA on a Group for 3 hour resolution, 2 hour initial response, 30 minute update. Send in a ticket to that queue. Then move that ticket to another group/queue. The escalation time, and SLAs will not change.

Zammads SLA calculation does not entirely reset the calculation to zero.
It will adapt to the new SLA if there’s another SLA configuration affecting the ticket, however, the ticket creation does count.

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