Why do SLA badges disappear on tickets unexpectedly?

Question

Why do service-level agreement (SLA) badges disappear on tickets unexpectedly?

Answer

When multiple triggers run simultaneously to update a ticket, race conditions may occur. This may happen if the actions include an autoreply that adds, or modifies a field on a ticket, and other triggers rely on such field.

As a result, this may affect whether an SLA policy, also known as service level agreement, matches the ticket and create inconsistencies in the SLA badge. SLA policy calculations are not asynchronous and don't account for the order of events. Consequently, the target may have fired on the ticket and you can see these changes in the UI and in the Ticket Audits API, but the badge may not display as expected.

For more information, see these articles:

Troubleshooting common SLA issues

Can I use a trigger and a webhook to update tickets?