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  1. SWIFT-3333

Reply due time reapplied on staff reply even if it was cleared to begin with

    Details

    • Type: Bug
    • Status: Resolved
    • Priority: High
    • Resolution: Fixed
    • Fix Version/s: 4.54
    • Component/s: Tickets
    • Labels:
      None

      Description

      Due time gets reapplied while replying the ticket, if Due time is already cleared from the ticket.

      Steps to replicate:
      (SLA plan is created for Open status only)
      Scenario 1

      • Create a new ticket from Client Support Center, Due time gets applied to the ticket as per SLA plan
      • Clear due time from ticket using Release tab and do not change the status of the ticket
      • Staff replies the ticket and Due time gets reapplied

      Scenario 2

      • Create a new ticket from Client Support Center, Due time gets applied to the ticket as per SLA plan
      • Reply the ticket as staff which will clear the Due time (as per the setting 'Clear Due time on staff reply') and change the status to On Hold
      • Staff again replies the ticket from On Hold status and due time gets reapplied

      As a result, tickets moved to On Hold status also get escalated, which should not be the case.

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              • Assignee:
                ravi.sharma Ravi Sharma
                Reporter:
                sukhpreet.kaur Sukhpreet Kaur
              • Votes:
                1 Vote for this issue
                Watchers:
                3 Start watching this issue

                Dates

                • Created:
                  Updated:
                  Resolved: