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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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| Member Posts: 77 Join Date: Sep 2004 | SLA not setting due correctly -
22-12-2006, 12:08 AM
I have a SLA for emergency status to mark due in an hour but when I create a new ticket it still shows due in 24. Anyone else having this problem? |
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(#2)
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| Senior Member  Posts: 3,566 Join Date: Aug 2006 Location: Mumbai, India |
22-12-2006, 09:34 AM
Are you running multiple SLA plans? Such an issue can occur with multiple SLA plans which are not configured correctly where your one plan might conflict with the other. 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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| Member Posts: 77 Join Date: Sep 2004 |
22-12-2006, 04:33 PM
I have two SLAs and only one schedule One SLA shows that for tickets in emergency priority should show due in one hour. The other SLA shows that for tickets in high priority should show due in 24 hours. I don't know what the default is. . .it just occurred to me I need to find that setting. For tickets that show medium for example I have no specific SLA but in the ticket I tested, I created it with emergency priority and it showed due 24 hours. |
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(#4)
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| Senior Member Posts: 3,566 Join Date: Aug 2006 Location: Mumbai, India |
27-12-2006, 01:49 PM
So did you manage to fix it? 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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(#5)
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| Member Posts: 77 Join Date: Sep 2004 |
27-12-2006, 04:30 PM
No I have not. |
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(#6)
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| Senior Member Posts: 3,566 Join Date: Aug 2006 Location: Mumbai, India |
27-12-2006, 04:41 PM
I do not mind looking into the issue if you want me to. 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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| correctly, setting, sla |
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