how to email notify when the first response time triggers

[Lead]

Greetings to all,

Need your help to get this right, i am trying to send an email notification to agents when the new ticket's "Response time" gets breached.
I have the queue escalation parameters set to - 3m, 5m, 10m;
I have tried it doing through the "Notification Management" and setting as below
Event - "Escalation Response Time starts"
Ticket Filter - "New"
Recipients - "Users"
Notification - "Some custom content"

It never triggered upon the response breach of the 3m check? any suggestion, please assist.

Rgds,
Lead

[crythias]

What are your notify %

[Lead]

Hi,

Thanks for the response.
As these are at queue level i hvnt set the %; But now when i tried with 90%, in the ticket view i could notice the SLA perimeters showing up wrongly 47+ Hrs, while what was configured at QUEUE level is just [3, 5, 10] minutes.

To hv tried reverting , No matter what i configure ( now, even to a new QUE ) the SLA is at 47 Hrs. Any chance of this being a bug?

Fyi, No other SLA at System-SLA level is configured.

Regards,
Lead

[Rotyn]

Check if you have a calendar assigned to that queue. (Admin Section: Queues)

If so: Escalations are running only during business hours, so over the weekend your assigned calendar has no working hours set.

To view the calendar search Sysconfig for "calendar" and you can adjust it to your real situation

R