Escalation repeated??

[bradpirtle]

I have the standard escalation rules in eSupport 'Ticket open 48 hours' to assign to me. There is open tickets that have been open for days. When I click on the ticket, the escalation is repeated every half hour (which is alot and makes the screen unreadable).

Why does this happen? How can I stop it? See attached screenshot.

eSupport v3.20.02

[Jamie Edwards]

Hi Brad,

Do you only have the one escalation rule? Please can you post screenshots of your rule configurations

[bradpirtle]

There are 3 rules. I didnt add them, they are the default rules. The only change was to add my user as the 'Assign To Staff'.

Thanks for looking into this. The rule that the right hand column of the ticket (SLA Plan) says 'Ticket open 48 hours'.

[John Haugeland]

Off of the top of my head, isn't that rule leaving the ticket open? SLA clocks get reset when an SLA fires. If you were to also set the priority of the ticket to something other than open, behavior should change.

From the application's perspective, it's actually doing the right thing: it's taking a ticket that has been open for 48 hours since its last action, and applying the rule to it. That the rule leaves it in a state which makes it a valid repeat target is actually a useful ability, if a little counter-intuitive.

[bradpirtle]

I am not sure I can agree with you. So if I leave the office for a day, an open ticket should have 24 changes? This seems crazy. If anything, apply the rule again and if nothing changes then dont make a new reply. This rule had been run which changed the owner from unassigned to me. The next time it is already assigned to me so nothing needs to happen. You can see in the screen shot that this information (repeated and indented) is completely unusable (its about 4 pages worth of repeat actions and eventually indents to off the screen).

So are you saying I can change something in the rule and this will stop? (you mention changing the priority). Why would this be different than changing the owner?

I didnt setup these rules, they were setup when we installed Kayako. I just changed them to assign to me, thats all. So you are telling me this is the default and correct behaviour??

[John Haugeland]

So if I leave the office for a day, an open ticket should have 24 changes?

Only if you write a rule that says "take any open ticket and escalate it after one hour of inactivity." There are quite a few customers who rely on this sort of ability. If you don't want a rule like that, don't write one such.

So are you saying I can change something in the rule and this will stop? (you mention changing the priority). Why would this be different than changing the owner?

Because you're hinging your rule on priority. If a rule applies to tickets with the label "open", and you don't want it to, don't leave them open.

[bradpirtle]

>> Only if you write a rule that says "take any open ticket and escalate it after one hour of inactivity." There are quite a few customers who rely on this sort of ability. If you don't want a rule like that, don't write one such.

I have no problem having the escalation run again. But if no status changes for this run, please dont just continue to put history on this ticket. The history should update when something changes, like from unassigned to assigned to me, or a status changes, or priority, etc. I dont understand how you say it is OK to repeat a non-action when pulling up the ticket such that there could be hundreds of indentations making it essentually unreadable (again see screen shot). Again, run the escalation again every hour or whatever, but no change is no change.

>> Because you're hinging your rule on priority. If a rule applies to tickets with the label "open", and you don't want it to, don't leave them open.

But it is still open. Are you suggesting that I move it to hold when I am just trying to assign it to the manager as an escalation?? That seems very counter intuitive.

Again, all I am trying to say is when it goes > X hours and is till open, reassign it to the manager. If after X+Y hours it is still open, it is already assigned to the manager and nothing new needs to be done.

By the way, shouldnt the person getting assigned the escalation get an email notification? I would hope so - and if so per your saying the way it is workign is OK, I would get an email an hour?

I do not see what the "workaround" is here. Besides you saying move it to non-open as well as assigning it to a person. Very confusing.

Great product, this is the first snag.

[John Haugeland]

I never said assign it to a person. This is very straightforward. If you have a rule that applies to open tickets, and you don't make a ticket not-open after it's run, it's going to be run again, because it's still an open ticket.

Again, we have many customers relying on this behavior. It will not be changed.