We have SLAs set up in our instance for first reply and next reply, for normal and high priority tickets. This generally works well, but some tickets (most if not all of which appear to involve side conversations) have no SLA running on them. I can't figure out what the reason might be, but it's becoming a big issue because our views are set up to be ordered by SLA breach and this is hiding any tickets without SLAs.
SLAs not firing on some tickets
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