Problem with Escalation

[ced]

Hi

My Escalation don't working

I've create a SLA Schedule -> "basic schedule 1"

Sunday: Closed
Monday: 09:30 AM => 6:00 PM
Tuesday: 09:30 AM => 6:00 PM
Wednesday: 09:30 AM => 6:00 PM
Thursday: 09:30 AM => 6:00 PM
Friday: 09:30 AM => 6:00 PM
Saturday: Closed

I've create a SLA plan -> "basic plan 1"
overdues:0.3 hours
SLA Schedule: "basic schedule 1"
Filters : All..

I've create a Escalation: "rule basic1"
SLA plan : "basic plan 1"
Assign to Staff: me
Move to departement: "database"
Change priority: "urgent"
Change Ticket Status: "on hold"

I've create a user "toto" with SLA plan "basic plan 1" in the group user "test" with "basic plan 1"

I submitted some fake tickets, left them unnassigned and open,
they get marked overdue but escalation not working.
Status not change, anyone tickets is assigned to me.


SupportSuite v3.00.80


Can you help me ?

[ced]

nobody have an idea ?

[Neil-UKWSD]

Hi,

If you upgrade to .81 you can enable the debug option in the config file that will help troubleshoot this.

[ced]

1)
I've upgrade to 81 and now the Due is not correct
In admin plan is defined 0.1 hour and in staff manage ticket the new ticke start with "due" 1h36...

(cache *.php clear)

I've enable the debug option in config.php, Ok but where can i found this debug log after ?

And i've 2 others problems now:

2) confirmation ticket email is not in the good langauge but user select language is good...

3) the quick insert "predefined replies" don't work (ie and ff cache empty)
the quick insert "download" is ok

[kropes]

when you say that you set your SLA to 0.3 hours or to 0.1 hour


you are referring to fractional hours... not complete hours.
so
0.3 is roughly 20 minutes.
0.1 is roughly 6 minutes.

i am not certian. but i think the program only allows you to calculate whole hours. fractional times are not hadled correctly. that is why it is not working.
i tried to set up something similar, 0.25 hours, for SLA's to fire off every 15 minutes. could never get it to work.

[kipper3d]

Escalations are working for me but whats wrong on my end is that the system is escalating closed tickets! I cant figure out how to get it to stop.

[AKL-MFCU]

The escalation is due to the fact that upon closing the time isn't being cleared. See my post at:
Change due time to 0 on Close, On Hold, or other custom status

for a clear way on how to hack the code to do what everyone thought would be an obvious part of their code.