SLA incorrect on Dept moves

[Darren]

When a ticket is moved from Dept A to Dept B, the SLA for Dept A still applies.

My specific problem is that Dept A tickets are to be marked as overdue after 30 mins, Dept B tickets are to be marked as overdue after 15 mins.

A ticket arrives at 09:00 into Dept A.
This is marked as due by 09:30 (because of the 30 min SLA).
At 09:05, I move the ticket to Dept B.
The ticket should now be due by 09:15 (15 mins after receipt).

However, the ticket remains as due by 09:30.

This is incorrect. Any ticket should be controlled by the SLA of the department it resides in, not the one it entered into.

What would happen if my Dept A had no SLA and then I moved it into Dept B? Would it NEVER be marked as overdue?

I believe that this aspect is sorely lacking...

[Darren]

I have removed the SLA I setup on Dept A and created a ticket for Dept A.

This gets the default overdue time of 24hrs.

I then move this to my "quick response" dept Dept B, with an SLA specifying an overdue time of 15 mins.

The ticket still has a due time of 24hrs!!

This makes a mockery of the SLA system, as the ticket is not taking onboard the SLA details of its dept!

Is this a bug, or a lack of functionality?

[Neil-UKWSD]

Hi Darren,

It's a lack of functionality, there is a feature request open however Varun is looking at the best way to handle the moves and change of SLA.

[Darren]

I also have this problem...

I setup the automatic overdue for 0.01 hours (36 secs) to see if I could override this my moving the ticket to another deprtment. (It didn't - see above).

But know I have set it back to something sensible, all my tickets are immediately overdue.

Is this a cache issue? And if so, how do I resolve it?

[Hawkwing]

Any news on this one?

Its urgent to get it fixed so that an SLA gets triggered when you move a ticket to a new department

[kaviar]

I'm having this problem as well

[kropes]

I have a thought along this, possibly a suggestion to Kayako.

like the SLA's i want to trigger things on certain time tables.
i want "triggers" like SLA's but that they have nothing to do with a ticket being marked overdue.

under the current SLA's it appears the only times an action is performed is when a ticket is marked overdue.

i want to create an SLA and say that if in 15 minutes its not (pick trigger, like "responded to" or "closed.") automatically notify staff member "blah" and upgrade its status but NOT mark it as overdue.. if nothing happens in another 30 minutes notifiy the next staff member...

if after lets say an hour, then an "overdue" SLA kicks in and marks it as overdue.

but the same as the other posts. i want them to function be department.

or.. make the SLA anchors (what causes the time trigger) to be user defineable. "SLA's by department or SLA's by user group, or SLA's by work schedule."

[Hawkwing]

Originally Posted by kropes

I have a thought along this, possibly a suggestion to Kayako.

like the SLA's i want to trigger things on certain time tables.
i want "triggers" like SLA's but that they have nothing to do with a ticket being marked overdue.

under the current SLA's it appears the only times an action is performed is when a ticket is marked overdue.

i want to create an SLA and say that if in 15 minutes its not (pick trigger, like "responded to" or "closed.") automatically notify staff member "blah" and upgrade its status but NOT mark it as overdue.. if nothing happens in another 30 minutes notifiy the next staff member...

if after lets say an hour, then an "overdue" SLA kicks in and marks it as overdue.

but the same as the other posts. i want them to function be department.

or.. make the SLA anchors (what causes the time trigger) to be user defineable. "SLA's by department or SLA's by user group, or SLA's by work schedule."

I like this one. Do you have a ticket on this?

[kropes]

Originally Posted by Hawkwing

I like this one. Do you have a ticket on this?

a ticket ?

[Hawkwing]

Originally Posted by kropes

a ticket ?

have you added it at bugportal as an idea?

[kropes]

no

i will.