Infos:
- Used Zammad version: 6.2.0
- Used Zammad installation type: source
- Operating system: Ubuntu 20.04
- Browser + version: Chrome 120 / Vivaldi / … (tested several)
Expected behavior:
- “Escalation at (Update Time)” empty on ticket creation (or equals “First response”) when having “First response” set (to higher value then update SLA time)
Actual behavior:
- SLA rule matches and sets “Escalation at (First Response Time) ‘2024-03-22 08:31’” and “Escalation at (Update Time) ‘2024-02-29 12:01’” as per following SLA rule:
![image]()
Steps to reproduce the behavior:
- Create a SLA rule to match your ticket having a higher “First response time” than “Update time to respond” (see image above)
- Create ticket (via mail) that matches this rule
- Escalation at (First Response Time) will be in 172 working hours (so it is correctly set)
- Escalation at (Update Time) will be set to now + 8 working hours
=> Ticket will escalate after 8 working hours instead of 172 hours.
Goal of such a rule:
New tickets shall be treated whenever there is time within long period, but clients coming back after agent response shall be treated quickly.
Example of a ticket history:
