How does Kayako Determine Overdue?

[pjtgrizzly]

Our company has been using SupportSuite for a while but my department is getting on board now and frankly no one at my company that currently uses it is completely aware of how the Overdue functions work. I'll do my best to let anyone know the settings and where I'm confused.

SETTINGS

In Admin: Settings > Tickets > SLA Settings > Default Overdue Hours is set to 24

I start a ticket and set the Due Date to 6/21/2007 (today being 6/26/2007).

I change the Status to one where I have a SLA. The ticket now says Overdue.

I have a Plan in the SLAs that addresses any tickets in the Status used for my example ticket and All Ticket Priorities. The Number of Overdue Hours for this is set to "1"

I have a SLA Schedule List for my Department that is set up at 9am-6pm M-F.

I have set up an Escalation Plan that pulls in the SLA Plan described above that changes the Priority to "Show Stopper" and puts the ticket into a Urgent status.

My Department is set up with a 9am-6pm

TESTING

I create a ticket now and assign a back date to the ticket and put in the appropriate status and it doesn't change to Show Stopper and go to the new status.

My question - how do all of the Overdue components work together in relation to the General Settings (24), the SLA Department Schedule, the SLA Plan Overdue Hours etc?

Does the custom SLA Plan trump the General Settings? Are the Hours in the General Settings / SLA Plans based on work schedule hours and not based on a 24 hour clock? At what point is it overdue - if something is due 6/26/2007 is it overdue at the clock of midnight or at the end of the work shift schedule?

If someone could make sense of this - I would greatly appreciate it as one of my intentions of using this is in order to keep track of time sensitive items.

Thanks in advance,
Reid