escalations!

[danielpugh]

Hi there,
i am using the demo(http://danielpugh9644jn.kayakotrial.com) and very impressed. I cant seem to configure sla/escalations as needed.

Is the following possible:
ticket opened and not assigned.

If not answered/updated/assigned in 1/2 hr ticket priority gets changed to urgent
if not answered in 2 hrs priority gets changed to critical
after 3 hrs it gets assigned to specified superviser.
after 6 hrs manager gets notified by email
(obviously - only within the hours of the sla).

***edit***
what i have done to try and get basic functionality:
1. created sla schedule (today - thursday has sla up till 12pm)
2. created sla plan {all open tickets of any priority} llinked to schedule above
3. created an escalation rule linked into sla plan that raises priority to urgent.

left running for 4 hrs, then set escalation task to run now and checked log (it ran an hour ago).
logged out and back into admin cp and staff cp.

ticket shows correct sla, assigned but no change of priority!
What am i missing?

have manually run cron job just in case,, its not finding anything to escalate:
Array ( [0] => 1 ) Array ( [0] => 1 ) No Tickets Found
***edit***
thanks in advance again.

Dan

[danielpugh]

more info:
if i manually change the due date (i previously wiped it with no effect), then the result when running cron is:
Array ( [0] => 1 ) Array ( [0] => 1 ) Escalating Ticket: 3
Escalating: 3

but ...

on logging on its still not changed the priority

[GoneShootin]

Sorry to drag this up - but did you ever get this working? I seem to have the exact same problem. When I run the cron manually [http://<url>/cron/index.php?_t=tickets] I get:

Array ( [0] => 6 ) Array ( [0] => 1 [1] => 2 [2] => 3 ) Escalating Ticket: 29
Escalating: 29

But nothing happens to the ticket!

My cron setup:

*/2 [every 2 mins] wget -O/dev/null http://<url>/cron/index.php?_t=parser
*/2 [every 2 mins] wget -O/dev/null http://<uirl>/cron/index.php?_t=tickets

[danielpugh]

1. installed latest cvs version
2. setup scheduled task to run more frequently and directly run escalations "C:\WINDOWS\wget.exe -q -O NUL http://localhost/cron/index.php?_t=tickets"

3. read up a bit about the general escalations from the sticky in the forum/manual
4. wait for kayako to produce proper system (new version of supportsuite coming at some point in the future, but 2yrs in dev. up to now...)

[GoneShootin]

So I take it that you never solved this problem?

[Raghav Arora]

Originally Posted by GoneShootin

Sorry to drag this up - but did you ever get this working? I seem to have the exact same problem. When I run the cron manually [http://<url>/cron/index.php?_t=tickets] I get:

Array ( [0] => 6 ) Array ( [0] => 1 [1] => 2 [2] => 3 ) Escalating Ticket: 29
Escalating: 29

But nothing happens to the ticket!

This is fixed in the latest CVS build. Please use the following file:
* /modules/tickets/functions_ticketcore.php

Notes: SWIFT Genereal:
- Fixed the issue with ticket escalations.


Hosted clients:
Please email me with your helpdesk details and I will upload the same file for you.

Regards,

Raghav Arora

[GoneShootin]

Hi - I've applied the new code from the build as suggested. If I've anymore problems I'll be in touch

I wonder - is there a way to get automatic notification new CVS builds?

[Jamie Edwards]

They are built every night, without fail. You can keep track of changes here: Changelog.

[GoneShootin]

The CVS updated solved the escalation. Happy days. Kayako goes live tomorrow

[Jamie Edwards]

Great to hear, good luck

[supportskins]

Since the query started with a hosted trial version, you cannot use CVS builds on hosted versions of Kayako including the hosted trials.

[danielpugh]

glad to hear you got it working. For clarity .. we did get it working - again only through cvs...