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SLA Response timer Reset

Discussion in 'Using Kayako Classic' started by Chris Bell, Sep 22, 2017.

  1. Chris Bell

    Chris Bell Established Member

    Hi Chaps,

    We've been working on out SLA's and seem to have found a bit of a bug.

    When we've set the SLA's we're only interested in the first response - we dont have a guaranteed fix time.

    However If I create a fault call then change the user/Department or SLA the timer resets.

    So a fault arriving at 13:00 gets dropping into the remote support Dept at 13:30 with a 1 hr SLA the timer resets to 14:30 as its SLA response time.

    Is there a fix out there for this ?
  2. Chris Bell

    Chris Bell Established Member

    Has anyone else come across this fault ?

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