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SupportSuite, eSupport and LiveResponse Discussion, troubleshooting and feedback related to Kayako's flagship support desk products SupportSuite, eSupport and LiveResponse.
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(#1)
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| New Member Posts: 16 Join Date: Jan 2007 | SLA and Escalation -
21-05-2007, 08:03 PM
I've been having a problem setting up a new SLA. I have a default SLA and I also have a group specific SLA. After creating this group specific SLA, I have built an escalation for it, which works. The problem is, various cases will be attached to the group specific SLA when it should not. The users default is to be in the default SLA. Anyone run into this kind of problem? |
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(#2)
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| Senior Member  Posts: 3,846 Join Date: Aug 2006 Location: Mumbai, India |
21-05-2007, 08:38 PM
Seems like a misconfiguration issue. You might want to have some one look into your settings. Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/ |
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(#3)
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| New Member Posts: 16 Join Date: Jan 2007 |
21-05-2007, 08:41 PM
I'm wondering why would any of the cases go into the new SLA when nothing has been assigned that SLA? What could be misconfigured? |
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(#4)
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| Senior Member Posts: 3,846 Join Date: Aug 2006 Location: Mumbai, India |
21-05-2007, 08:52 PM
I cant be certain what can be causing this issue. As I said, someone needs to look into your configuration. Professional and Affordable Kayako Skins - Specialists in Kayako Skinning & Customization - Professional Paid Support Our Skins and Services - http://www.supportskins.com/store/ SupportSkins.com - http://www.supportskins.com/ |
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| escalation, sla |
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