Hi all,

 

We are currently evaluating Support Centre Plus, and we have an issue where by the DueBy tickets are not working.

 

I have setup the following, which i believe satisfies the Dueby criteria and SLA's.

 

I have created a customer, which has a contract.

 

I have created an extreme SLA which is attached to the contact, assigned to the customer.

The Extreme SLA is at the top of the SLA order list.

 

The SLA for Extreme (For testing purposes) says if the ticket is marked as extreme, after 10 minutes it requires escalation, thus becoming dueby.

 

I then raise a ticket to the customer, and assign it to an engineer, and then wait. The dueBy time says its due in 10 minutes.

 

However when i view all tickets that are overdue, it shows 0.

 

I need to know why this is happening as its the last item on my list to check before i go ahead and request management approval for purchase.

 

 

Can someone assit me please?

 

I have already emailed support and pre-sales and no one seems to understand the issue i am having, nor has anyone requested a web session to review my configuration.

 

Thanks

Robert