Not Understanding SLA Due Times

[Priest]

Ok, obviously I am either not understanding how the SLA due times are supposed to work, or I'm not configuring my settings correctly. I don't understand why the "due time" gets reset after changing the ticket priority, either by staff or automatically by the system.

Here is what I am attempting to do:

- Setup 12 hour SLA so after 12 hours, ticket is marked overdue and priority changed to Urgent. Ticket should still show overdue (but instead gets reset.)

- After an additional 12 hours (making it 24 hours total for the ticket), if ticket is not yet worked, priority is changed to Critical and I am alerted via SMS (already setup correctly in the Staff admin).

I have my SLA Schedule setup with all-times available. The problem is that everytime the system changes the ticket priority, it resets the due time for another 12 hours, not at all showing overdue. Then it waits another 12 hours before it makes yet another action and again resets the due time, still not showing overdue.

Frustrating! Is there any way to fix this, or how should I setup my SLA Escalations if this is not correct.

Thanks,
Priest

[richm]

Perhaps checking here:

Admin | Settings | Tickets | Clear Overdue Time for Tickets when Staff Replies?
or

Admin | Tickets | <Select each ticket status e.g. New, Open etc.> | Custom Ticket Status Details | Reset the Due Time Automatically

Reset the Due Time Automatically
If Enabled, the system will automatically reset the due time for a ticket when the ticket status changes.

Just a thought.

Good luck. This product has a lot of similarities to "Colossal Cave"

Rich

[Priest]

Thanks Rich, but I don't think that works. I've already tried those and those settings seem to be for when Staff replies or when a ticket status changes (Closed, placed On-Hold, etc).

I can't find anything about due times being reset when the ticket priority is changed.

Thanks,
Priest

[triller]

Same issue we have, the SLA due time just turn blank if staff reply or status change.

[richm]

Feeling your pain on SLA's! Spent the last 2 days trying to unwind some problems (after I thought I had a grip on how sla's work)

May not solve your specific issue, but it's helping me begin to work through this, so thought I'd throw this in as a possible methodology. Hope you don't mind me sort of talking this through in here, but the deeper I dig, the more this seems like I'm in a maze of twisty little passages, all alike....


In staff CP, Users, Groups -> Assign "no sla plan" your groups (or group your testing with)

In staff CP, Users, for each user (or your test user) -> Assign "no sla plan" yoru user(s) (or user your testing with)

In settings, ticket, sla settings check the Clear Overdue Time for Tickets when Staff Replies? (I have it set to no)


Under the main dashboard, sla, manage plans I have set up my sla's like this:

Plan Title            Filter By         Schedule Title   Overdue 
                      Department                         (Hours)
==============================================================
ST 1 New 1 Urgent       All Departments Standard Schedule   2
ST 1 New 2 high         All Departments Standard Schedule   4
ST 1 New 3 Medium       All Departments Standard Schedule   8
ST 1 New 4 Low          All Departments Standard Schedule   24
^^^^^^^^^^^^^^^^^^^^^^^^^^^^ New Tickets ^^^^^^^^^^^^^^^^^^^^^

ST 2 Open 1 Urgent      All Departments Standard Schedule   4
ST 2 Open 2 High        All Departments Standard Schedule   8
ST 2 Open 3 Medium      All Departments Standard Schedule   24
ST 2 Open 4 Low         All Departments Standard Schedule   48
^^^^^^^^^^^^^^^^^^^^^^^^^^^^ Open Tickets ^^^^^^^^^^^^^^^^^^^^

ST 3 Feedback 1 Urgent  All Departments Standard Schedule   24
ST 3 Feedback 2 High    All Departments Standard Schedule   48
ST 3 Feedback 3 Medium  All Departments Standard Schedule   72
ST 3 Feedback 4 Low     All Departments Standard Schedule   72
^^^^^^^^^^^^^^^^^^^^^^^^^^^^ Awaiting Feedback Tickets ^^^^^^^

FYI, in the above ST=Standard schedule, the numbers pre & post the ticket status are so the plans will sort properly as a whole.



All plans are using our standard M-F 05:00-19:00 schedule.

I have 3 "brackets" of sla's
1 for new ticket
1 for open tickets
1 for awaiting feedback tickets

Within each bracket, I have different time parameters depending on the priority

My SLA's appear to be working at this point (always factoring in, that kayako looks at my open vs closed hours when it calculates due times)


Is any of this helpful?

I've looked through dozens of posts with little snips and bits of info, but no in-depth disussion on how sla's work from a global level (which is desperately needed imo, as it appears that sla's set at the group or user level will override anything in the master settings.)


We need to know how all the moving parts interact! help us Kayako!

Hopefully, others will chime in and we can get that discussion going!


Rich

[richm]

Arghhh!!!

Hoisted on my own....

No I find that posting a reply to overdue tickets leaves them in overdue state.
So my suggestion on turning off "Clear Overdue Time for Tickets when Staff Replies?" seem to have hosed me.

Going to put that back

[richm]

That isn't good either, as it leaves the "due" time completely blank!

Replying to a ticket (IMO) should reset the due time.

...Then again, maybe it's ok to wait for a client response to reset due time....
Need to ponder this a bit...

[richm]

Currently I'm seeing that a client reply isn't resetting the due time. It stays blank. Not good...