Esther Alvarez

Ticket escalation

Discussion created by Esther Alvarez on Jan 12, 2016
Latest reply on Jan 12, 2016 by Todd Thomas
When does Samanage consider that a ticket has not had comments within 1 day? I have a message of a SLA Breach SLA00002 for a ticket not commented within 1 day, but the last comment was done 7 hours ago. Also, being a service request, I've been ticking the boxes in the workflow. Shouldn't this be considered that there is some progress in the ticket and therefore, not escalate? Thanks.