Introduction
This troubleshooting guide helps you resolve missing ticket field information and SLA countdown issues in tickets. Use the steps below to identify why ticket data is not displaying correctly and why SLA timers may continue running after a ticket is marked as pending.
Issue description
Users may notice that some ticket fields are blank, incomplete, or not updating as expected. In some cases, SLA countdowns do not stop when a ticket is changed to pending, which can cause inaccurate SLA tracking and reporting.
Signs
- Ticket fields appear empty or missing information.
- Ticket data does not display correctly after an update.
- SLA countdown continues after the ticket status is changed to pending.
- SLA metrics do not match expected ticket status behavior.
Basic troubleshooting steps
Checklist:
- Confirm the ticket status was changed to pending and saved successfully.
- Refresh the ticket page and check whether the missing fields reappear.
- Verify that the affected ticket fields are included in the ticket form and are visible to the current user role.
- Check whether any automations, triggers, or apps are overwriting ticket field values.
- Review SLA policy conditions to confirm that pending status pauses the SLA countdown as expected.
- Test the issue on another ticket to determine whether the behavior is isolated or widespread.
Diagnostic tools and resources
- Ticket event history
- SLA policy configuration
- Trigger and automation settings
- User role and field permissions
- Browser console and network logs, if available
Advanced troubleshooting steps
Step 1: Verify ticket field configuration
Check that the missing fields are added to the correct ticket form and are available for the ticket type being used. Confirm that field permissions allow the relevant users or groups to view and edit the fields.
Step 2: Review workflow rules
Inspect triggers, automations, and apps that may clear, update, or hide ticket fields after a ticket is created or updated. Disable or adjust any rule that may be affecting the field values.
Step 3: Confirm SLA pause conditions
Open the SLA policy and verify that pending status is configured as a pause condition. Make sure the policy applies to the correct ticket group, brand, or priority, and that no conflicting rule is overriding the pause behavior.
Step 4: Test with a controlled ticket
Create a test ticket and move it to pending while monitoring the SLA timer. If the countdown still runs, compare the test ticket settings with a ticket where SLA behavior works correctly to identify configuration differences.
Contact support
If the issue continues after completing the steps above, contact support and include the affected ticket IDs, screenshots, SLA policy details, and any relevant workflow rules or logs.
Additional resources
- Related article: [Ticket field visibility and permissions]
- Related article: [How SLA policies work]
- Related article: [Troubleshooting automations and triggers]
Conclusion
By checking ticket field configuration, workflow rules, and SLA pause conditions, you can usually resolve missing ticket information and incorrect SLA countdown behavior. Use this guide as a reference whenever these issues appear again.
Disclaimer
This guide is intended for general troubleshooting only. Your exact configuration may require additional steps or review by an administrator or support specialist.
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