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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: 5 Join Date: Mar 2008 | SLA Escalation NOT stop -
02-07-2008, 08:02 AM
SLA Escalation NOT stop when i close the Ticket why? regards Sandro |
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(#2)
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| Senior Member Posts: 5,245 Join Date: Jun 2005 Location: Cumbria, UK |
02-07-2008, 08:04 AM
Sounds like a configuration issue. I suggest you contact Support (http://members.kayako.net -> "Get Support") who will investigate it. Icon Headquarters - Its Elixir - Web2Messenger |
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(#3)
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| Developer  Posts: 308 Join Date: Dec 2007 Location: Idaho |
02-07-2008, 11:10 PM
Sandro: that usually means that the SLA rule you wrote applies to the ticket after it's closed. Craig Brass is right, you can open a support ticket, but just before you do, have a look at the SLA rule and see if it's set to apply to closed tickets. Might be something you can fix on the spot.  -------------------------------------------------------------------
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| escalation, sla, stop |
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