Hello, we ware running 1.14.2
I searched the board, the settings, the changelog, but just did not find an answer for the following issue:
We're using SLAs which work fine. We sort our tickets by the due date calculated by the SLA. That also works fine.
But given the following situation:
Customer opens a new ticket on 1.1.2020; SLA calculates Due Date as 4.1.2020 --> That's just fine
Customer answers his own ticket without an answer on our side on 3.1.2020 (before Due Date of SLA) giving us additional information; SLA restarts and Due Date moves to the following week.
Is that intended behavior? Can that be changed?
Problem is, that our SLA is breached here and the customer would receive an answer much too late if we keep sorting the tickets by due date.
He would, somehow, put himself in a worse position that just letting the ticket as is without providing additional info.
Best regards!
