Nested SLA function - Kayako

davids · **Nested SLA function -** 19-07-2006, 05:02 PM

Hi,

Does anyone now how to make the following work.

I have set up three escalation plans
1 hour escalation (overdue hours 1)
2 hour escalation (overdue hours 2)
4 hour escalation (overdue hours 4)

Each one works on the same department (support), filters on open tickets only and filters on all ticket priorities.

I have then set up three escalations to change the priority of the ticket from low to medium then from medium to high and then from high to urgent.

What is happening is the ticket is being added to the system and is being assigned the 4 hour escalation sla plan.

What I need is for the ticket to progress through the three levels of escalation.

Anyone know how to make this work?

keyguru · 21-07-2006, 06:42 PM

I am also interested in knowing if this is possible.

greengiant · 21-07-2006, 08:57 PM

davids,

To accomplish what you are trying to do, I think you need to set the 1 hour plan to filter for only low priority tickets. The 2 hour plan to filter for mediium priority and the 4 hour to filter for high priority. This should allow esupport to set the tickets to the 1 hour plan when they are created..

davids · 22-07-2006, 05:59 PM

Hi Greengiant,

Thanks for the suggestion.
I have amended my SLA plans as you suggest and will now test the results.

Thanks

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keyguru Offline New Member Posts: 19 Join Date: May 2006	21-07-2006, 06:42 PM I am also interested in knowing if this is possible.

greengiant Offline Member Posts: 99 Join Date: Feb 2004	21-07-2006, 08:57 PM davids, To accomplish what you are trying to do, I think you need to set the 1 hour plan to filter for only low priority tickets. The 2 hour plan to filter for mediium priority and the 4 hour to filter for high priority. This should allow esupport to set the tickets to the 1 hour plan when they are created..

davids Offline Member Posts: 34 Join Date: Aug 2004 Location: Bath, UK	22-07-2006, 05:59 PM Hi Greengiant, Thanks for the suggestion. I have amended my SLA plans as you suggest and will now test the results. Thanks David Stockford -- customer services Gradwell dot com support info and faqs at Gradwell dot com support