Need some info on SLA escalation
I know I could figure this out myself given enough time, but I'm kind of being rushed. Can somebody who uses SLAs explain to me how the escalation part works? Here's the scenario I'm trying to setup:
[list=1:c8d5ee69bb] * A request gets created in a certain category with a default technician assigned, and an SLA is applied to it that says it must be resolved within 1 day
* If a day goes by with no resolution, it will trigger level 1 escalation which escalates it to another technician
The part that confuses me is specifying the time for escalation. I set the resolution for 1 day, 0 hours, and 0 minutes, so exactly one day after it's posted, it should be resolved. If it's not, then it escalates. For my escalation, I set it to "escalate after 1 day, 0 hours, 0 minutes". Does that mean it will escalate the instant the request violates the SLA, or will it wait an additional day after violation before it escalates? I just want to make sure it escalates immediately, and I'm afraid the admin guide isn't very helpful in describing how this timing works. If somebody could please confirm how this works, that would be great, thanks.
[list=1:c8d5ee69bb] * A request gets created in a certain category with a default technician assigned, and an SLA is applied to it that says it must be resolved within 1 day
* If a day goes by with no resolution, it will trigger level 1 escalation which escalates it to another technician
The part that confuses me is specifying the time for escalation. I set the resolution for 1 day, 0 hours, and 0 minutes, so exactly one day after it's posted, it should be resolved. If it's not, then it escalates. For my escalation, I set it to "escalate after 1 day, 0 hours, 0 minutes". Does that mean it will escalate the instant the request violates the SLA, or will it wait an additional day after violation before it escalates? I just want to make sure it escalates immediately, and I'm afraid the admin guide isn't very helpful in describing how this timing works. If somebody could please confirm how this works, that would be great, thanks.