WA - Ticket - Currect target - The time to resolve a ticket in a state with a paused SLA is reduced when the ticket is changed to another state
Článek se týká verzí produktů
ALVAO Service Desk 10.3 a vyšší
Příznaky
The time to resolve a ticket in a state with a paused SLA is reduced when the ticket is changed to another state.
Příčina
The cause is a bug in ALVAO products.
Řešení
Oprava naplánována do verze 26.2 (code freeze 2026-03-30; release 2026-04-30)
Náhradní řešení
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Kroky pro reprodukci tohoto chování
- Create a new request - only for the requester.
- As a resolver, take over the request for resolution and switch to resolution status.
- Switch the request to a status where the SLA is suspended - Suspended - and a notification is sent to the requester that this has happened.
- Wait a minute or two and, as the requester, reply to the received message by email in Outlook.
- Wait a minute or two and, as the resolver, reply from the ticket in WA.
- Wait a minute or two and, as the requester, reply to the received email message in Outlook.
- Wait a minute or two and, as the resolver, check the view to see how much time is currently left and switch the request back to the resolution status.
- The SLA time to resolution will be reduced even if the request was in a status that suspends the SLA.
Přílohy
Číslo problému
T189539ALVAO
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