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Bug
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Resolution: Unresolved
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Medium
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31
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Severity 3 - Minor
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30
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Summary
SLA is not started when starting and pausing the SLA at the same time
Steps to Reproduce:
- Set start SLA condition; "Comment: For Customer";
- Set pause SLA condition; "Status: Waiting for Customer";
- Create a SD ticket and comment as anyone but a participant (meaning not as a reporter or a requested participant). The status will transition after a comment is made.
Expected Results
The SLA for the ticket should be started followed by a pause event. 2 Events saved in the DB.
Actual Results
The SLA field remains empty.
Notes
The START event is not saved in the DB. The pause takes precedence and only the PAUSE event is stored.
- is related to
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- Closed
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- was cloned as
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DESK-3973 Failed to load
[JSDCLOUD-5171] SLA is not started when starting and pausing/stopping the SLA at the same time
| UIS | Original: 22 | New: 30 |
| Support reference count | Original: 29 | New: 31 |
| UIS | Original: 15 | New: 22 |
| UIS | Original: 14 | New: 15 |
| UIS | Original: 15 | New: 14 |
| UIS | Original: 22 | New: 15 |
| UIS | Original: 21 | New: 22 |
| UIS | Original: 22 | New: 21 |
| Priority | Original: Low [ 4 ] | New: Medium [ 3 ] |
| Support reference count | Original: 28 | New: 29 |