SLA

atrum

I need help,

When ticket is created it gets standard SLA 24h
After ticket is started agent changes SLA to Work in progres 48h
When finished SLA is changed to 24 Confirmation.

and in step 3. it Immediately does overdue and sends out messages, because it counts day when ticket is created.
I have looked settings but cannot find anything connected to this.

I need to in step 3 to count from DateTime when SLA is changed in step 3 and not in step 1 when created.

Please help or advise.

Thank you all

ntozier

SLA has nothing to do with status.
SLA starts counting when the ticket is created. You can change the SLA all you want... the time between when a ticket is created and now is what is counted. There is currently no way in the UI to tell it you changed the SLA and should not count the previous time.

atrum

We are using SLA as due for each statuses.
so we have 5 different statuses and each has their own work times but last few statuses should be done in 24h and then it sends error for overdue because ticket was created 3 day ago.

ntozier

That's really not how SLA's work in osTicket.