SLA, reset overdue when staff posts reply

pamconsult

Not sure if this has been asked before, but we work with an SLA. After 20 hours the tickets are marked "Overdue". When an agent replies to the ticket, we would want the SLA period to be reset, this is not done nor is there an option in the SLA settings to "Reset the SLA period on staff reply".

How do we resolve this?

KevinTheJedi

pamconsult

At this time, the only way is for the Agent to update the SLA or the Due Date manually before replying.

Cheers.

Kuschi

It is maybe possible to add an option to the SLA settings that someone can enable, something like "reset SLA time on each answer"?
So a ticket only gets overdue when nobody is active working on it?

KevinTheJedi

Kuschi

We plan on improving all points of the software post v2.0 release. The current osTicket codebase will only receive needed/required improvements, maintenance updates, and security releases. We are trying to refrain from making any major changes and trying to refrain from accepting feature requests at this time to focus on the v2.0 full codebase rewrite.

Cheers.

pamconsult

Thanks for the update. Where can I read about 2.0?

KevinTheJedi

@pamconsult https://github.com/osTicket/roadmap