SLA Plan not been applied to tickets

kaviar · **SLA Plan not been applied to tickets -** 20-06-2006, 10:51 PM

Hi All,

I've lodged a ticket (ZPC-549437), but i was wondering if anyone else was experiencing the same problems. When a ticket is lodged, a sla plan is applied to a ticket ... all good, escalations work when the ticket is overdue. However when the status is changed, the sla plan gets removed from the ticket. What's now happening is we have a whole bunch of open tickets that are overdue, and are not escalating because their is no sla plan attached to the ticket. I've been told that it was a bug, but was fixed in the 3.00.81 build, however i have 3.00.90 installed and am still having the problem.

Cheers

Kav

dnicol · 21-06-2006, 04:01 PM

So when you reply to the ticket it stills says overdue?

D

kaviar · 04:53 AM

The actual problem lies when a ticket is escalated. The sla is then removed from the ticket. Now if that ticket's status is then changed from escalated back to "open", there is no way that ticket can escalate again, since there is no SLA.

EDIT: i've attached a screen of the auditlog

kaviar · 27-06-2006, 09:59 PM

Anyone else having the same issue?

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dnicol Offline Member Posts: 106 Join Date: Apr 2006	21-06-2006, 04:01 PM So when you reply to the ticket it stills says overdue? D

kaviar Offline Member Posts: 112 Join Date: Dec 2005 Location: Brisbane, Australia	27-06-2006, 09:59 PM Anyone else having the same issue?