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Completed SLA pause

Discussion in 'Kayako product feedback and suggestions' started by Armando Vasquez, Feb 29, 2012.

  1. Keith Hubner

    Keith Hubner New Member

    Yeah I did a search for SLAs, maybe I did it wrong! Apologies for the duplication. Any traction on this as it's a major one for me.
  2. Sarbjit Singh

    Sarbjit Singh Staff Member

    Hi All,

    This has also been marked as an improvement at JIRA. You can check it at SWIFT-2584
  3. Andrew Grigsby

    Andrew Grigsby New Member

  4. FrankSmith

    FrankSmith Established Member

  5. Jamie Edwards

    Jamie Edwards Staff Member

  6. Da id Bowring

    Da id Bowring New Member

  7. James McCann

    James McCann Established Member

  8. Michael Mue

    Michael Mue Member

    Hi there,
    Hmm, I thought that this is fixed ?

    See SLA settings:

    "SLA Settings Clear reply due deadline on staff reply
    When a staff user replies to a ticket, the ticket reply due deadline will be cleared. A new reply due deadline will be calculated when a user next replies to the ticket.

    isn´t that saying that the due time is paused on staff reply and is ticking again after user response?
    Probably my bad English?

    Of course, to have a specific pause status could be a better solution depending on ones setup...

    Best regards,
  9. James McCann

    James McCann Established Member

    Hi Michael,

    You are correct. Kayako now clears the reply deadline, but does not actually pause the overall SLA time when the staff user sets the ticket request to on hold as an example.

    Therefore if you have a SLA of 24 hours, and your reply is 10 minutes, the reply deadline will clear when the staff user sends a reply to the customer, but the SLA timer is still ticking. The ticket request could actually be sat with the customer for the next 24 hours, therefore busting the SLA...:(...even though technically the SLA is not bust as it is sat with the customer.
  10. Michael Mue

    Michael Mue Member

    Hi James,

    got it.
    Many thanks for your good explanation.
    Just starting over here with SLAs so I haven´t recognized that yet. ... I have to say that is dissapointing. Open since 2012, too?


    Best regards,
  11. James McCann

    James McCann Established Member

    Hi Michael,

    I know tell me about it! There are a few users on here that it doesn't effect, but mostly it effects everyone! If you want to get into the discussion with Kayako about SLA's, timings and your requirements there is a thread here. Kayako's Jamie Edwards is fronting it.

    My director has recently asked for breakdowns regarding our SLA's, how many SLA's bust etc...I can't provide any as the system isn't true to form! At least I can provide reports with the reply timings!
  12. Michael Mue

    Michael Mue Member

    Hi James,

    many thanks for pointing me to this thread.

    Best regards,
  13. iandb

    iandb Member

    +100 :) I am so tired of resetting things
  14. James McCann

    James McCann Established Member

  15. iandb

    iandb Member

    How to respond and tell my idea in that atlassian.net feature request? this feature is very needed for us
  16. James McCann

    James McCann Established Member

    Hi iandb,

    If you have your own ideas, Check out my post from earlier.

  17. Wilco

    Wilco New Member


    I fully agree on this point...for good SLA measurements the SLA Timer should be paused when we are waiting for a customer reply.

  18. Jamie Edwards

    Jamie Edwards Staff Member

  19. James McCann

    James McCann Established Member

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