Transient SLA

Issou

Hi, im new to OStickect currently working on v1.12.
I was wondering how transient SLA work
Does the grace hours count is reseted when the SLA is changed or the time enlapsed before the change is substracted to the new grace hour count ?
I was also wondering if there is a way to display the grace hours count
Thanks

ntozier

transient?

SLA is a timer. It starts when the ticket is created (created datetime). It ends when it meets the selected SLA time out.
If you change the SLA before it becomes over due it will not compare the time from created to the new SLA, but once a ticket is overdue, its forever overdue.

I'm not aware of a way to show the timer other then looking at the created datetime and looking that time on your computer and doing some quick math.

Issou

So i did some testing it turn out that changing a transient sla to another sla does not reset the timer ! the time elapsed under the first sla is substracted to the new sla.
If the documention could mention that it would be very helpful 😁