SLA fails to set close_in_min and close_diff_in_min

[MrGeneration]

Infos:

• Used Zammad version: 2.9
• Installation method (source, package, ..): any
• Operating system: any
• Database + version: any
• Elasticsearch version: any
• Browser + version: any
• Ticket-ID: #1043304, #1062531, #1078017

Expected behavior:

When enabling solution time within a SLA, Zammad will calculate the values close_in_min and close_diff_in_min during closing a ticket.

Actual behavior:

With solution time enabled, Zammad will not set close_in_min and close_diff_in_min values, no matter on how long you wait or in what constellation you set the SLA configuration. This causes close_diff_in_min to be never set.

Further notes:

close_in_min should always be set on closing, especially when using SLA in my opinion. Probably affected line:

zammad/app/models/ticket/escalation.rb

Line 224 in 160b521

self.close_in_min = period_working_minutes(created_at, close_at, biz, history_data)

Steps to reproduce the behavior:

• Enable SLA with resolving time
• Create a new ticket that's affected by your SLA filter
• work a bit on it (notes, call notes)
• close the ticket ²

² It does not matter if you close the ticket without any note, an internal note or even a mail. The result is always the same.

Yes I'm sure this is a bug and no feature request or a general question.

[MrGeneration]

Update: This also affects first response in min :x

[thorsteneckel]

You can also reproduce it this way:

• Create a SLA that matches all Tickets (e.g. by selecting all Ticket States)
• Create a new Ticket
• See that the SLA applies ("escalates in X" in the title region of the Ticket detail view)
• Close the Ticket

Check the record via the Rails console:

Ticket.last.close_in_min
=> nil

[arpagon]

Friendly reminder, this bug is still a thing. I would love to hear more details.

[MrGeneration]

Please have a look at the milestone, it says 3.6~

[rogedelgado]

Hello there!

Is there any update on this? We recently move to zammad (great software by the way) and we are trying to get some metrics and as you can imagine, this is affecting us.

Thanks for all the effort in build this amazing tool

[mantas]

Hi @rogedelgado

We're internally testing a fix for this issue. It'll probably make it to the next release in late January/early February.

[rogedelgado]

Hi @mantas, good news indeed!

We look forward for the new release!

[GaiaRossi]

Hello there!

Are there any updates?

Thanks! :-)

[crnfpp]

Hi! Having the same issues with the most recent Zammad version.

[MrGeneration]

Please don't hijack old issues. Open new issues if you're sure that it is a bug and not a technical question.