Several SLA and automated escalations?

[oblivian]

I want to accomplish the following chain of events.

1. First a ticket is submittet by a client and is automatically assigned an ASL plan.
2. The ticket has to be responded to i.e. two hours.
3. If not responded to in two hours the priority is escalated one priority level from current level and the counter starts over, but the ticket is now escalated one level. I.e. Medium to high. This repeats itself until...
4. At a certain level the ticket is assigned to a certain staff member and an email is dispatched to a designated address.

How can I do this?

[Siora]

Have you downloaded the latest Kayako documentation? It has a lot of these answers in it. Try looking through it.

User manuals

[oblivian]

Yes, I've gone through the documentation and I have also tried a lot of different settings in the Admin CP, but I can't figure out how to do it. I am not even certain it is possible? As far as I can tell, only one SLA can be assigned to a ticket, and that SLA can only have one static event/function.

I would think/hope that one could set one SLA to trigger another SLA, but appearantly it is not possible. Hopefully I am wrong.

Just a quick example. How can you have a ticket initially set to have 4 hours overdue plan, but then make the 4 hours overdue SLA trigger an 1 hour overdue SLA?

Also, is there a general Escalation function, making tickets changing priority after a certain period of time. I have only found a setting withins SLA where you can have a ticket change priority, but noe a general escalate. Lets say you have a ticket that has been submittet as critical, I have an SLA scripts saying after 8 hours escalate to high. For most tickets this will go from Medium to High, but for the Critical ticket it will downgrade the level, the complete opposite of what I want...

Hopefully I've missed some key functions.

Please advice.

[oblivian]

Can someone tell me plainly, is it possible to have dynamic events/function with this product? Can a ticket automatically change SLA's or am I left with one static SLA pr ticket? I want a ticket to first have SLA A, which again triggers SLA B, SLA C, etc.

[richm]

I could be wrong but I don't believe what you want to do is possible with SLA.


The closest I've gotten to any kind of a a dynamic SLA functionality is managing SLA's by ticket priority and using escalations from there. (Still, not what you're looking for I'm afraid)

(see attached) (Ignore the ST & the numbers in the plan title column, they're just there to make it sort like I prefer)

HTH,

Rich