I'm trying to set up Escalations and it's just not working for me because tickets are escalating out of hours which doesn't work in this use case. I tried SLAs as well, but they require an email to be sent to the user for the SLA to be completed - simply changing a status isn't enough.



I was using an escalation based on the following:

If the Agent Team is not set and the ticket has been waiting for an hour, email certain agents.

If the Agent Team is not set and the ticket has been waiting for 2 hours, email other certain agents.

This doesn't work for us because it doesn't look at working hours, so tickets over a weekend are sending out emails.



I tried to use SLAs instead, but they can only be satisfied by a response back to the user, not just a status change. What I want is for the SLA to warn at 1 hour if no team has been selected, and fail at 2 hours. If a team does get selected, the SLA is marked as complete. The only three "completion" options are:

Time until first response

Time until ticket resolution

User waiting time until ticket resolution.



It would be good to have another option here to check if the Application criteria at the bottom are met or not – if they are, complete the SLA. Simon Frost 0 Comments