IgnoreOnStatuses not honored on merged tickets

Hi all,

We’ve been rolling out the SLA module the last few weeks. As we’ve evaluated parts after the go-live we’ve identified an issue in regards to IgnoreOnStatuses.

As an example we’ve the following:

Resolve => { BusinessMinutes => 60*8*15, ExcludeTimeOnIgnoredStatuses => 1, IgnoreOnStatuses => ['stalled', 'pend_client', 'pend_resolved', 'resolved'] },

Ergo, the Due Date should be set to “Not Set” as the ticket is resolved. This is true as long as only one ticket is managed. However, if the ticket in question has been merged this isn’t honoured.

Any clues as to why this may be and how to worrk around it?