A user reviewing the SLA plans for tickets might notice that the plan applied for one ticket is not correct as the ticket status does not match the criteria of the SLA plan.
This would occur when there isn't a new SLA plan that applies to this ticket. Note that every time a ticket is updated, the system looks to update the SLA and if it finds a match, it applies the SLA. However, the system does not check whether the old SLA still applies. This is because there should be a default SLA plan.
For instance, consider the following scenario.
SLA #1 - To be applied to Open tickets only.
- A ticket in the 'Open' state is assigned.
- Kayako applies SLA #1 since it matches the criteria.
- The ticket is then updated and moved to a 'Pending' state.
- Kayako searches for an SLA match, but there isn't any so SLA #1 remains as the SLA plan for the ticket.
Therefore, as mentioned above, it is recommended to have a default SLA plan to catch all those tickets where no other specific SLA plan would apply.