I have recently created an SLA policy:
1st reply 24 hours (for all 4 ticket priorities)
Next reply 24 (for all 4 ticket priorities)
I have also set a trigger that assigns Normal priority upon creation so tickets would have the SLA policy applied.
However, none of the existent tickets had a priority set (the Priority field was active but all the tickets had Priority "-").
So I also created an automation to assign Priority normal to any tickets in status "less than closed" and that had "-" as a priority. I left it running a few hours. When I came back to check, I found:
- Tickets created after I set the trigger have a correct SLA counter. All good.
- Tickets that existed before the creation of this Policies and Trigger, were caught by the automation that applied the Priority. For these, the logic of their SLA counter is beyond my understanding.
Example 1: Ticket created 37.6 hours ago, unreplied, in new status, shows:
Example 2: Ticket created 32.2 hours ago, unreplied, in new status, shows:
Example 3: Ticket created 175 hours ago, unreplied, in new status, shows:
The automation caught the first two tickets around 8 hours ago and the third around 3 hours ago. So it counted the breach when the policy was applied.
They all display this event:
But the moment in which the policy was applied should have no bearing on the status of the SLA. The first reply target should be calculated from the creation of the ticket.
Is this a bug?
Did I make a mistake? Can I correct it?
Is this working as intended and it's "fine" that the first implementation of an SLA policy goes wrong for pre-existent tickets?
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