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SupportSuite, eSupport and LiveResponse Discussion, troubleshooting and feedback related to Kayako's flagship support desk products SupportSuite, eSupport and LiveResponse.
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(#1)
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| Member Posts: 97 Join Date: Oct 2005 | Escalations and SLA:s -
25-08-2006, 02:36 PM
Hi. I have set up SLA and escalations but it doesnt really work. The ticket gets overdue but not moved to the department I setup until the escalationjob kicks in. Shouldnt the SLA take care of this? the scheduled job goes every 30 minutes but if the ticket is overdue 1 minute after the last job you dont get it when the SLA is overdue. Can someone help me on how to accomplish so that the ticket is moved and alerts are triggered when the SLA runs out. Please ask if you dont understand what I am after. |
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(#2)
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| Member Posts: 97 Join Date: Oct 2005 |
26-08-2006, 09:39 AM
*Bump* |
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(#3)
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| New Member Posts: 17 Join Date: Aug 2006 |
30-10-2006, 11:11 AM
Did you get a solution for this issue? Christopher. |
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| escalations, slas |
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