SLA & Escalations not working

cgolight · **SLA & Escalations not working -** 11-04-2006, 07:01 PM

In the 4/5/06 CVS build, I've got escalations and SLAs configured, and I receive escalation notifications like I'm supposed to (indicating that the tickets were assigned me and that the status was changed to Escalated) but when I look in the ticket list, neither the assignment nor the ticket status actually got changed.

***Varun Shoor*** · 11-04-2006, 11:35 PM

Thats Odd, Are you sure you dont have multiple rules?

What does the Audit Log show? Did the status get changed in there?

Regards,

Varun Shoor

BigDawgRob · 05-05-2006, 09:45 AM

Yes, I had the same problem. Audit log shows that escalation is processed but fields are not updated.

Downloaded latest CVS (05 May 2006) and escalations are working fine now.

zakhark · 19-05-2006, 05:53 PM

I have the same problem! I use trial account now.

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cgolight Offline New Member Posts: 13 Join Date: Nov 2005	SLA & Escalations not working - 11-04-2006, 07:01 PM In the 4/5/06 CVS build, I've got escalations and SLAs configured, and I receive escalation notifications like I'm supposed to (indicating that the tickets were assigned me and that the status was changed to Escalated) but when I look in the ticket list, neither the assignment nor the ticket status actually got changed.

BigDawgRob Offline Member Posts: 92 Join Date: May 2006 Location: Luton, UK	05-05-2006, 09:45 AM Yes, I had the same problem. Audit log shows that escalation is processed but fields are not updated. Downloaded latest CVS (05 May 2006) and escalations are working fine now.

zakhark Offline New Member Posts: 4 Join Date: Apr 2006	19-05-2006, 05:53 PM I have the same problem! I use trial account now.