SLA not working on 3.00.32

[smvtech]

Hi everyone,

Problem 1:
I am using version 3.00.32. Does anybody know if the SLA problem is fixed? I set up an SLA but the system is setting the due date 3 days after ticket creation when I specifically set the SLA to an 8 hour response time when a client is on an SLA and same thing for clients that are not (default due time). I setup the schedule for it as well so I realy dont get why it's not assigning the propper due date/time. When I submit a ticket it still marks the overdue date 3 or so days after????? Any ideas or suggestions on how to make this work would be great. Could it be caused by the cron not working??

Problem 2:
Also any advice on how to setup the cron that makes this all work would be great. We use email pipes so POP3 email fetching is not required (that part is working...thank god) It would seem that the Kayako support team either does not know the answer to this or does not want to answer as I submitted a support request 10 days ago, got a few bogus responses and the problem is still not fixed. We use Plesk and would like to setup a normal cron in Plesk to execute the cron. If it's not possible please advise on the propper syntax for the cron setup directl;y by logging in SSH.

We purchased the system for the SLA functions. So far we are very dissapointed. We openned this case 2 weeks ago with Kayako support and still have not received a decent answer or fix for this issue.

Any help from the public would be greately appreciated as Kayako support is not efficient at all and my contractor is getting very frustrated. I have to say that for a company offering a client support system the support for the product realy sucks. I overshot the time to setup this project by 2 weeks (so far) just because of Kayako support (if you want to call it that).

I'm realy hoping for user help before I return the system for a full refund.

Thanks a million in advance.

Chris