Why do some calls not show the first response time SLA?

Technical assistance
1

Infos:

  • Used Zammad version: 6.3.x
  • Used Zammad installation type: (source)
  • Operating system: Windows 11 Enterprise
  • Browser + version: Chrome is up to date Version 134.0.6998.89 (Official version) 64-bit

Expected behavior:

  • When creating a call, the SLA column must be filled in as configured.

Actual behavior:

  • When creating a call, the SLA column is filled in, some calls are filled in, others are not, I was unable to identify a pattern.

Steps to reproduce the behavior:

  • When a customer creates a ticket