Escalation Issues

[gofster610]

Hey all,

So here's the situation. I am escalating tickets based on the SLA's First Response Time. The First Response Time for all SLA's is set to 30 minutes with 90% notify. I then have a Generic Agent job that runs every 10 minutes. The job is using the parameter Escalation - First Response Time, and that is set to Ticket first response time reached last 01 days.

Now, if I create a ticket right before the generic agent job runs, it escalates within the minute. So, essentially generic agent is treating any ticket that will escalate as a ticket that has escalated. Any ideas on what could be causing this?

[Rmack09]

I also receiving this same issue. Any fix for this yet? I'm thinking my upgrade did not go as smoothly as I thought.

[Mydnyte]

I had to change the value from "Last" to "Before" and then I started getting the proper notification.