When a customer creates a ticket via the portal, they don't appear in the "incidentmanager" queue, even when we refresh the page.
Afer a while, the ticket does appear, but the SLA is allready breached, as if the timer did start directly after creation of the ticket.
Because of this lag / delay, we breache the SLA a lot.
Does somebody know how the delay arises and how we can avoid the SLA breaches?
