Help Desk : - SLA Violating even the ticket is in stalled state, How to Solve this problem? Is it a Bug in product?
01/11/2016 3041 views
I am using Version 6.4
Configured a Queue, with 2 Open Status, 2 Stalled Status and 1 Close Status
Configured the Business Hour 9 Hours/ Day and no configuration for weekend.
Enabled Business Hour SLA for High,Medium,Low Priority 4/9/18 Hours
When I Raise a ticket the Due date ticket calculation is correct as it is in Open state.
If I change state to stalled the SLA clock should stop and when I change the State back to Non Stalled State, it should Recalculate Due date and SLA should shift the time.
It is not happening even if the ticket in stalled state SLA clock is keep on running and once Old Due date passes SLA Breached happening.
Do anyone have solution for this Bug in KACE?
Community Chosen Answer
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Setting a ticket in Stalled state does not stop the clock.
You can have a look to this article that explains the difference between the SLA and the escalation time in Service Desk.
Marco - StockTrader
Answered 01/11/2016 by: StockTrader