SD - Ticket - SLA - If the state doesn't have the SLA pause turned on, the due date shifts
This article is about product releases
ALVAO Service Desk 10.3 and higher
Symptoms
In a state where the 'Pause SLA' option is turned off, the due date shifts by the number of minutes that have elapsed.
Cause
The cause is a bug in ALVAO products.
Solution
Fix planned for release 26.2 (code freeze 2026-03-30; 2026-04-30)
Workaround
-
Steps to reproduce this behavior
- Create a new process: in the first state, change and Pause SLA with all transitions to the Solution state. Leave the others unchanged.
- Create a new SLA:
- Operation hours - 5x9 (07:00-16:00)
- Time to first reaction - turn off
- Time to resolve - 45 hours
- Pause SLA
- Create a new ticket
- Approve the ticket
- In the Solution state wait for example 2 minutes. Then resolve the ticket.
- The due date is shifted by exactly the number of minutes waited.
Attachments
Issue number
T188981ALVAO