Can SLA be configured to stop when the state is Pending?

[chetannagaonkar]

Hello All,

I understand that once the ticket exceeds configured Escalated First Response/Update/Solution time, it is escalated. I have 2 questions -

1. How do we configure to whom it should be escalated? I would ideally like to understand how can I configure to get it escalated to 2nd level and then to 3rd level/Service Manager if the ticket is NOT responded in time.
2. Is there a way to pause the escalation time if the state is moved to Pending (since the agent may be waiting for someone to respond)?

Thanks.
Best Regards
Chetan

[crythias]

1) Generic Agent new Owner
2) I don't believe so.

[chetannagaonkar]

Thanks, Crythias.

I have tried setting up Generic Agents for few simple tasks on my desktop at an interval of 10 mins; however, I don't see it running the tasks even if 10 mins. But when I execute it manually, all the necessary tickets get lined up for getting acted on. Isn't Generic Agent supposed to run as per the time set? Am I missing something?

Best Regards
Chetan

[crythias]

you need to set all increments of minutes for every 10 minutes. 10,20,30,40,50 ...