First Response escalations
Hi all,
We're running ServiceDesk Plus MSP 7513.
We have 3 SLAs defined in the system as "Default Settings", and every site we have is set to "Refer Default Settings".
We have configured an escalation in the SLAs to email certain people 15 minutes before the "Response Due By" time is reached. The requests flag as "First Response Violated", but no email is sent. As we are contractually obliged to respond to our customers within certain time frames, it is critical that we keep to these timescales, and this issue is stopping us going live with ServiceDesk!
Have I missed some configuration somewhere?
Cheers
Stu
We're running ServiceDesk Plus MSP 7513.
We have 3 SLAs defined in the system as "Default Settings", and every site we have is set to "Refer Default Settings".
We have configured an escalation in the SLAs to email certain people 15 minutes before the "Response Due By" time is reached. The requests flag as "First Response Violated", but no email is sent. As we are contractually obliged to respond to our customers within certain time frames, it is critical that we keep to these timescales, and this issue is stopping us going live with ServiceDesk!
Have I missed some configuration somewhere?
Cheers
Stu
Topic Participants
Stu Watts
service_desk_msp
support
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