I have created the relevant TTO's and TTR's and if a ticket progresses normally then everything works correctly, the ticket will advance through the various escalation stages. However, if a ticket fails both the TTO and TTR before being assigned then, once assigned, it will not enter the Escalated TTR state.
For example; I have a TTO of 30 minutes and TTR of 120 minutes. If a ticket is not assigned within 30 min then it enters the Escalated TTO state correctly. If assigned within 30 minutes and then left until the 120 minute TTR is up then it will enter Escalated TTR correctly. However, leaving the ticket unassigned past both of these checkpoints and then assigning the ticket means that the ticket enters Assigned status and will stay there indefinitely.
The ticket clearly shows that it has passed the deadlines but the way it goes through the status in this case seems to depend on having been assigned prior to this.
I cannot see this being an issue with the SLT's as there is no way to define the behaviour of the escalation states beyond setting the limits for the various priorities.
Last edit: R.Blackett 2013-12-11
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I have created the relevant TTO's and TTR's and if a ticket progresses normally then everything works correctly, the ticket will advance through the various escalation stages. However, if a ticket fails both the TTO and TTR before being assigned then, once assigned, it will not enter the Escalated TTR state.
For example; I have a TTO of 30 minutes and TTR of 120 minutes. If a ticket is not assigned within 30 min then it enters the Escalated TTO state correctly. If assigned within 30 minutes and then left until the 120 minute TTR is up then it will enter Escalated TTR correctly. However, leaving the ticket unassigned past both of these checkpoints and then assigning the ticket means that the ticket enters Assigned status and will stay there indefinitely.
The ticket clearly shows that it has passed the deadlines but the way it goes through the status in this case seems to depend on having been assigned prior to this.
I cannot see this being an issue with the SLT's as there is no way to define the behaviour of the escalation states beyond setting the limits for the various priorities.
Last edit: R.Blackett 2013-12-11