SLA & Due Dates

kbuska · 11:39 AM

Fellow E-support Users,

I want to setup a SLA and Escalation Rule that open interactions be handled within 72 hours. I'm confused how the SLA will react to issues that have a due date? For Instance I set a ticket due date for 5 days from now but the SLA for that status dictates 72 hours (3 days)? What will happen? Will the Escalation Rule trigger at 3 days even though the due date isn't for another 2 days or will it wait for the due date and then escalate the ticket?

Also we would like to setup a Alert that would email the owner of a ticket when a ticket becomes due. I would think this would be a easy and much needed item that could be done without setting up a bunch of escalation rules?

Your input would be greatly appreciated!
Ken Buska

kbuska · 24-01-2006, 11:41 AM

Can anyone please help me on this. I know everyone is so caught up in reading all the "Kayako Sucks" posts but I could really use some advise on my issue?

jaga · 24-01-2006, 11:59 AM

I think the sla rules are independant from the due date, and I'd like to know myself. Can you just 'try it'? I don't think what you want from alerts is possible.

Neil-UKWSD · 24-01-2006, 12:07 PM

Hi,

You can setup alerts for status change, so when a ticket reaches it's due date/time the system moved it to overdue and an alert would be sent out.

kbuska · 24-01-2006, 01:49 PM

I have read that but that was only part of my question, can someone please help me here?

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kbuska Offline New Member Posts: 18 Join Date: Oct 2005	24-01-2006, 11:41 AM Can anyone please help me on this. I know everyone is so caught up in reading all the "Kayako Sucks" posts but I could really use some advise on my issue?

jaga Offline Member Posts: 54 Join Date: Nov 2005	24-01-2006, 11:59 AM I think the sla rules are independant from the due date, and I'd like to know myself. Can you just 'try it'? I don't think what you want from alerts is possible.

Neil-UKWSD Offline Member Posts: 868 Join Date: Jun 2003 Location: United Kingdom	24-01-2006, 12:07 PM Hi, You can setup alerts for status change, so when a ticket reaches it's due date/time the system moved it to overdue and an alert would be sent out. Neil Wood \| UK Web.Solutions Direct Ltd UK cPanel/WHM hosting accounts http://ukwebsolutionsdirect.co.uk

kbuska Offline New Member Posts: 18 Join Date: Oct 2005	24-01-2006, 01:49 PM I have read that but that was only part of my question, can someone please help me here?