Queue Escalations Reset

[benkeesing]

Hi,

We have just set up escalations on queues and while they are escalating the tickets fine they are not resetting when moved to a different queue.

For example, a ticket comes in to Queue1 which has an escalation time of 15 minutes.

If the ticket stays there for 15 minutes it then escalates which is expected.

However when that ticket is moved into Queue2 which also has an escalation time of 15 minutes we would like the escalation to reset and the time to start again.

So a ticket could come in, sit in Queue1 for 10 minutes, move to Queue2 and stay there for 15 minutes before escalating.

Currently it seems that the ticket is just taking the first queues escalation settings.

[jojo]

the escalation is based on the ticket creation not on moves.

[benkeesing]

Is there any way to achieve this following situation as this is what we would like to implement:

Ticket comes in and is claimed (and moved into another queue) within 15 minutes or escalates - This escalation is then reset when the ticket is claimed

When claimed the agent then has 15 minutes to respond to the customer or the ticket escalates - This escalation is then reset when an external contact is made, the ticket can be kept open here if the fix will take longer than 15 minutes

The agent then has up to 2 days to fix the issue or the ticket escalates

Hope that makes sense.

Many Thanks

[crythias]

Ticket comes in and is claimed (and moved into another queue) within 15 minutes or escalates - This escalation is then reset when the ticket is claimed

I *get* what you're trying to do but escalation is entirely dependent on telling the ticketing system you communicated as a human with the customer. Changing hats in which the ticket sits doesn't accomplish this task.

Also you could automate switching queues by generic agent and never have exceeded your SLA, because every 14 minutes, your escalation resets because the queue changes.

[benkeesing]

Thanks for clearing that up Crythias, one more question has just arisen on escalations, not sure if I should start a new thread or just put it here...

We have changed the business hours to be 8-5 from 9-5 and are now getting reminders of escalated tickets at 08:20 (We were getting them at 09:20). Where is this set and why is it always 20 past the hour?

[reneeb]

How often is the cronjob running? (that's might be the cause why you are getting the mail at 9:20)
The escalation times are recalculated when a ticket action happens (move, sending mails, ...), not when you change the business hours.