Escalation not working on hosted trial

tkm · 05:00 AM

Hi,

My hosted trial is located at "tapasmonda8561ik.kayakotrial.com" . I tried my best & read all the manual & forum posts. But, when a SLA becomes overdue, the ticket is NOT being moved to the other department as per my expectation. Can you please check this issue out?

Thanks.

supportskins · 06-03-2008, 06:20 AM

You will need to ask Kayako to set a cron on their servers for escalations to work although I am not sure if they set crons for trials.

tkm · 06-03-2008, 06:24 AM

Quote:

Originally Posted by supportskins

You will need to ask Kayako to set a cron on their servers for escalations to work although I am not sure if they set crons for trials.

Trying the auto-escalation is the MAIN reason I am looking at Kayako trial. Do you think I need to raise a support ticket?....OR, kayako staff can look at this ticket & enable cron for the hosted trial?

Thanks.

supportskins · 06-03-2008, 06:27 AM

You will need to contact Kayako Support or Sales (they can move it to support) to add the cron for your helpdesk.

tkm · 06-03-2008, 06:31 AM

Thanks for the tip. I have already raised a ticket. Let's see how the resolution go.

supportskins · 06-03-2008, 07:18 AM

Glad to help

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tkm Offline New Member Posts: 3 Join Date: Mar 2008	Escalation not working on hosted trial - 06-03-2008, 04:58 AM Hi, My hosted trial is located at "tapasmonda8561ik.kayakotrial.com" . I tried my best & read all the manual & forum posts. But, when a SLA becomes overdue, the ticket is NOT being moved to the other department as per my expectation. Can you please check this issue out? Thanks. Last edited by tkm; 06-03-2008 at 05:00 AM.

supportskins Offline Senior Member Posts: 3,692 Join Date: Aug 2006 Location: Mumbai, India	06-03-2008, 06:20 AM You will need to ask Kayako to set a cron on their servers for escalations to work although I am not sure if they set crons for trials. Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/

supportskins Offline Senior Member Posts: 3,692 Join Date: Aug 2006 Location: Mumbai, India	06-03-2008, 06:27 AM You will need to contact Kayako Support or Sales (they can move it to support) to add the cron for your helpdesk. Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/

tkm Offline New Member Posts: 3 Join Date: Mar 2008	06-03-2008, 06:31 AM Thanks for the tip. I have already raised a ticket. Let's see how the resolution go.

supportskins Offline Senior Member Posts: 3,692 Join Date: Aug 2006 Location: Mumbai, India	06-03-2008, 07:18 AM Glad to help Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/