SLA Plan bug/problem on overdued ticket

[iHubNet]

Hi,

I think this is bug or logic hole.

Let's say you made
A SLA Plan with 1 hour overdue time and assigned "Sales" Dep's "Open" status
B SLA Plan with 3 hours overdue time and assigned "Sales" Dep's "Hold" status

And Escalations setting for B SLA
Change Status to "Open"

and defaul overdue time is 24 hours


So now when customer open ticket for "Sales" Dep, ticket will be assigned with A SLA Plan, so it will be overdue in 1 hour.

And now let's say ticket is opened and staff need to hold ticket, so replied with Status "Hold" and it has been 3 hours and ticket is marked as "overdue".

So when you see ticket inside, you will see current ticket status and previous(before overdue/escalation) ticket status. So now this ticket is once marked as overdue.

So now Escalation trigger is working and the ticket's status will be change to "Open", but.....

when you check overdue time on "Open", it is 24 Hours, not 1 Hour which is wrong.. And even you change Status to "Hold" again, it is 24 hours overdue time, not 3 hours.... which is wrong...

I noticed that once ticket is overdue, SLA is not working and ticket is working with only default overdue time....

Is this wrong with just my system? or This is Logic hole or Bug of Kayako 3.10.02?

Thanks

[leyton01]

SLAs have had major problems since their introduction, I would think it is an error in the way they have been set up.

[iHubNet]

Yup.. saw so many minor error and few major..bugs..

hoply they fix it soon..