Why Does the SLA Clock Resets When Ticket Priority Is Changed?

Overview

You might have noticed that when a user creates a ticket and let's say assign it with a "High" priority, and then when the priority is changed to something else (e.g., Urgent or Normal), the SLA clock or timer resets completely.

This was a bug identified in version 4.93.02. The issue was fixed in version 4.93.15 (KAYAKOC-13530) and newer versions going forward where logic was created to calculate elapsed time from the previous SLA and process that into the next SLA.

Information

If you are experiencing this issue and you are using Kayako Classic 4.93.02 or older versions, you need to upgrade your instance to the latest version.

• For Kayako Classic (Download), to upgrade your instance, please visit the Upgrading or Downgrading Your Kayako Classic Download article for guidance.

Note: To check the version of your Kayako Classic installation, please see the instructions provided in the KB article Identifying a Kayako Classic Version.