Hi,

this problem already annoys me since years, so I wanted to check if there maybe any Tweak or solution to fix it.
Problem:
1) A new ticket receives the SLA Plan
2) If the ticket gets answered in time and closed, and then the customer answers again, the ticket will keep the SLA Plan. This is all good...
3) If a tickets was once overdue and then gets answered, closed, and after that the cuatomer answers again, then the SLA Plan is lost and set to "None".

As a result, the ticket which was once overdue will in future never be overdue again, even if we dont answer for days/month... this is bad.

Attached I show you a screenshot. By the date you can see that this Tickets are already old. But only some show overdue and some others dont because of the issue. This way we can not rely and use the Overdue ticket que since it does "not" list all overdue tickets....

Any solution to this?

By design tickets can only ever be over due once. Once they are they are forever overdue. There is no resetting the clock.

The only way to change that behavior is to edit the core files and change how SLA's work.

The only way to make an overdue ticket no longer over due is to directly edit the ost_ticket table by locating the ticket (by its number) and editing the isoverdue and duedate fields.

Thanks for your answer, somehow this logic does not make much sence if a customer reopens a ticket for some other reason. I think the most important would be that the customer always receives his answer in time, therefor the SLA plan would be important after each opening or reopening of a ticket.
Since I also read some people asking for this kind of lets say "feature", maybe it would be something for a future release ?

Write a Reply...