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SLA not applied when User changes priority

Discussion in 'Using Kayako Classic' started by Korla_Plankton, Mar 30, 2017.

  1. Korla_Plankton

    Korla_Plankton Established Member

    Using 4.74, the latest version I have access to. We are considering whether to renew the license.

    Steps to reproduce:
    • Create an SLA with criteria:
      • Department = 'Customer Care' AND
      • Priority = 'Fix Now'
    • As a User, create a ticket in the Customer Care dept with a priority 'Low'
    • As a User, change the priority to 'Fix Now' -- the SLA is not applied, despite the ticket matching the SLA's criteria
    As a Staff user, if you go in to the ticket the User created and toggle the priority from 'Fix Now' to 'Low' and back to 'Fix Now', the SLA is applied.

    Can anyone else reproduce this?

    Here is the audit log, including the ever-important escalation. Names have been changed to protect the innocent!

    30 MARCH 2017 08:43 AM - 17M 3S
    New ticket created by John Smith (jsmith@example.com): subject: Testing that SLA is applied John Smith (User)
    New reply created by John Smith (jsmith@example.com) John Smith (User)
    Setting due time to: - CLEARED - John Smith (User)
    Setting resolution due time to: - CLEARED - John Smith (User)
    30 MARCH 2017 08:44 AM - 16M 30S
    Ticket priority changed from: Low to: Fix Now John Smith (User)
    30 MARCH 2017 08:53 AM - 7M 44S
    New reply created by John Smith (jsmith@example.com) John Smith (User)
    30 MARCH 2017 08:53 AM - 7M 6S
    New reply created by Jane Smythe (jsmythe@example.com) Jane Smythe (Staff)
    30 MARCH 2017 08:54 AM - 6M 42S
    Ticket priority changed from: Fix Now to: Low Jane Smythe (Staff)
    30 MARCH 2017 08:54 AM - 6M 36S
    Ticket priority changed from: Low to: Fix Now Jane Smythe (Staff)
    SLA plan set to: Customer Care - Fix Now Jane Smythe (Staff)
    Setting due time to: 30 March 2017 08:55 AM Jane Smythe (Staff)
    Setting resolution due time to: 30 March 2017 08:56 AM Jane Smythe (Staff)
    30 MARCH 2017 08:55 AM - 4M 52S
    New reply created by Jane Smythe (jsmythe@example.com) Jane Smythe (Staff)
    SLA plan set to: Customer Care - Fix Now Jane Smythe (Staff)
    30 MARCH 2017 08:57 AM - 3M 42S
    Ticket owner changed from: Unassigned to: Juan Herrera (System)
    SLA plan set to: Customer Care - Fix Now (System)
    Setting due time to: 30 March 2017 06:58 AM (System)
    Setting resolution due time to: 30 March 2017 06:59 AM (System)
    Ticket escalated under rule: Customer Care - Fix Now
     
  2. AndrewL2704

    AndrewL2704 Member

    We found this as well and instead setup a macro to update the priority and change the sla to the new sla plan, so users click the macro to ensure a ticket is updated correctly.
     
  3. AndrewL2704

    AndrewL2704 Member

    Sorry meant workflow not macro...
     

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