SLAs type calculation


  • Used Zammad version: Latest
  • Used Zammad installation type: Package

Expected behavior:

  • SLAs are calculated for phone email web type

Actual behavior:

  • Some SLAs are not calculated

Steps to reproduce the behavior:

  • Currently investigating the issue.

i’ve checked datas from grafana of the last 12 months and i have 80% of tickets (included in SLAs criteria) that doesn’t have

  • first_response_in_min,
  • first_response_diff_in_min,
  • close_in_min,
  • close_diff_in_min

The value is null.

The conditions of the SLAs just check “if group is X”.

Most of the tickets comes from API / Web.

Is there anything else to look into? Is the type Web supported in SLAs calculation?

Is it better to specify a state in the SLAs?


Web articles do count as communication technically.
The question however is how the ticket has been closed or responded first (if that’s what your SLA is actually configured to enforce).ö

You have to reply with a communication type article as agent to trigger the first response.
The same has to occur during the ticket close.

Is it possible that these tickets only have one article?