Tickets not going into over due status

[BradB]

To the best of my knowledge and understanding (I'm not a tech but the Director of Customer Service who is setting up eSupport) I have done everything that I can find in the manual to set up the ticket aging vs. status rules, but they do not seem to be working.

I set up the schedule for the Customer Service dept as M-F 08:45 to 16:45.

That is the only department that tickets go into whether they are submitted via our support website or vie e-mail.

I set the overdue timer for 12 hours.

I currently show several test tickets in my system that list the following time data:

Last Activity- 1h2m17s Due- 3d14h0m

Last Activity- 4d20h37m Due- 13h58m19s

If I'm reading this information correctly, the first ticket is showing that I have 3 days and 14 hours left before the ticket goes overdue, and the second ticket which is already 4 days and 20 hours old still has almost 14 hours left before tripping an overdue status.

None of my test tickets have gone into overdue status, and several are almost 5 days old. The background color on all my tickets is still the default for a new ticket (a light blue color).

Am I missing something obvious?

[BradB]

I have also set up an SLA, associated it with the schedule for Customer Service, and created an escalation rule that automatically assigns over due tickets to me when they become overdue.

[supportskins]

Could be a misconfiguration issue. I suggest you contact Kayako support and they shall look into the issue.

[BradB]

Originally Posted by supportskins

Could be a misconfiguration issue. I suggest you contact Kayako support and they shall look into the issue.

I was hoping to avoid that, but I sincerely appreciate the response. It's starting to look like that is going to be the route to take.

Thanks!

Brad

[cdboyz]

I setup the kayako last week, and i did have the same problem. I logged a ticket to the support, and they helped me to fix the issue. In my case, they replaced the file functions_ticketcore.php and fixed the issue. supportskins is right, you should log a support ticket to them to get their advise.

[supportskins]

Originally Posted by BradB

I was hoping to avoid that, but I sincerely appreciate the response. It's starting to look like that is going to be the route to take.

Thanks!

Brad

If you have an active Support period then might as well use it!

[BradB]

So far, it looks like the issue is resolved. Thanks everyone.

[supportskins]

Glad to know the issue is resolved