SLA Issues After Upgrade

Andy R · **SLA Issues After Upgrade -** 30-03-2008, 01:08 PM

We have been running Kayako for a couple years and have been very happy. We just upgraded from 3.x to 3.20.02 and now all the tickets are getting a bunch of Note by System with messages about setting SLA timelines and then setting SLA from user/group (see attachment).

We use Kayako in a very simplistic way and SLAs are not a feature we need to use. I would like to find out how I can prevent these from cluttering the tickets. I read this post about the ability to turn off the SLA system in version 4 but I need to find a solution now. I don't understand what changed with the upgrade. No SLAs were setup before the upgrade so why is it trying to assign them now?

What can I do so the system will not fill the tickets with Notes about SLAs?

If I cannot disable the option can I just set the system with an SLA that kicks in after 5 years and therefore not get triggered?

Any other suggestions on ways I can keep our system setup very simply yet the tickets will remain free of the SLA related notes?

FTI - I have gone into AdminCP >> Settings >> Tickets >> and turned all the settings to Use Default Overdue Hours to No. I do not have any SLA Plans defined or Escalation Rules defined.

Thanks in advance for your guidance.

crose · 01-04-2008, 07:01 PM

I am having the same problem. This is very annoying as the ticket gets filled with the System Notes and you have to scroll down to see the ticket posts.

Any suggestions would be greatly appreciated.

Thank you.

**Jamie Edwards** · 01-04-2008, 07:33 PM

Hi Andy,

This looks to me like a debug mechanism is switched on. We're looking into it now, and will post instructions on how to correct it shortly.

**Jamie Edwards** · 01-04-2008, 07:36 PM

In your config.php file, inside of the /config/ folder find this;

PHP Code:

   define("SLADEBUG",  true);

And change it to;

PHP Code:

   //define("SLADEBUG",  true);

Andy R · 02-04-2008, 05:10 AM

Jamie,

You are the MAN! Thanks, from the one test message, it seems that was the issue and none of the debug notes are being appended to new tickets. Thanks for pointing me in the right direction.

Regards,

Andy

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crose Offline New Member Posts: 3 Join Date: Feb 2008	01-04-2008, 07:01 PM I am having the same problem. This is very annoying as the ticket gets filled with the System Notes and you have to scroll down to see the ticket posts. Any suggestions would be greatly appreciated. Thank you.

Andy R Offline New Member Posts: 6 Join Date: Mar 2006	02-04-2008, 05:10 AM Jamie, You are the MAN! Thanks, from the one test message, it seems that was the issue and none of the debug notes are being appended to new tickets. Thanks for pointing me in the right direction. Regards, Andy