SLA targets are not properly displaying in views and ticket details

Question

SLA targets are being properly applied to our tickets, but when looking at the SLA timer in the view sorting, and when entering the ticket itself, some tickets are showing the wrong SLA timer.SLA is not showing properly in tickets unless you hover on the SLA metrics in the ticket details.  Right now we’re unable to rely on our SLA targets. This is crucial for our support team to correctly prioritize the work.

Ebenezer.Laleye · Accepted Answer

Hi ​@Gaby Cabrera! Ebenezer here from Engineering Support👋.I took a look into this and found or that it was caused by a bug we had, I believe the bug has been fixed now with the release of the SLA actions system.Just to note, the fixes are only applicable to new conversations post the release of the new system.

Gaby Cabrera · Answer

Hi Ebenezer,Thanks for looking into this!We have monitored this situation from the last 2 weeks and the bug is still affecting our views, SLA targets are not showing properly unless we hover in the Ticket details 🙁. Is there an estimated timeline when this could be fixed? Thanks!

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