WebApp - Tickets - Ticket - New linked ticket: Creating a link ticket with copy values - Long loading time in the new ticket form

This article is about product releases

ALVAO Service Desk 10.0 and higher

Symptoms

Creating a new linked ticket by copying values from an existing ticket may result in the form taking a long time to load. This behaviour only occurs if the SLA with quality index is recalculated based on the 'Impact' and 'Urgency' fields, and if the form contains a different SLA to the one set as the default for the requester.

Cause

The cause is a bug in ALVAO products.

Solution

Fix planned for release ALVAO 26.4 (Q4 2026)

Workaround

Before copying values into the new ticket form, change the SLA in the form to the default user SLA. If the form is already loading infinitely, change the SLA id in the URL and reload the page. After copying the values, change the SLA back again.

Steps to reproduce this behavior

Settings:

Process - Ticket fields contains 'Impact'
User 'A' has two SLAs with quality index:

A - P1 - Critical - Default
Registered users - P5 - Planned - Default

Then:

As user 'A' create ticket with P5 sla and low impact
Ticket - New linked ticket - Copy values - Copy values

Issue number

T202715ALVAO

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