A Challenge for Kayako:Multiple levels of Escalations problem and SLA Plans

[vineethshyam]

Hi folks,

I have a huge problem.I have a requirement like at my client side I have four kinds of devices classified as critical,high,medium low.These devices automatically generate notification emails and I put mail queue and parser rules.The parser rules parse according to the subject and they apply the approriate SLA plan.Now for every device again I have 4 kinds of priorities and different SLA plans for these also. So totally I may end up like 16 SLA Plans(6 redundant).Even If I can reduce 16 SLA Plans to 10 to 8 Plans I am encountering a problem when I am again escalating a ticket i.e the ticket got escalated once.This is second level of escalation.Here if I use 10 SLA Plans then I am unable to differentiate between a critical device a high priority to a crtical device with a low priority.So I have to use all SLA Plans Because Escalations are linked to SLA Plans only but not Departments nor ticket status .So is there any way to link Escalations to Departments or ticket statutes so that it may help me in reducing SLA plans i.e redundant plans

Please
Regards,
Vineeth