We are experiencing an issue with false broken SLA when a ticket is returned from On-hold state to Open state and timer starts from 0 minutes and not normal reply SLA (15 minutes):
1) Agent posted a reply (SLA is set to 8h):
2) Another agent put the ticket in On-hold state (timer stopped):
3) Customer posted a reply (timer started with red "now" value and turned red -1, -2 etc after):
According to Events ticket view the Next reply time target is set to 15 minutes (proper), but visually it was a broken SLA.
I've checked all mentioned Automations/Triggers - they look sane.
Also I've tried to find a similar topic here - no luck.
Do anyone have any clues why this could happen?
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