OnHold status doesn't stop escalation
Hi there!
I'm using SDP 7 Professional.
When a request in put OnHold, the timer status is supposed to stop. However:
1) Escalation mails are sent during the OnHold status (as if the timer didn't stop)
2) Request expiration date is not recalculated when request returns to Open
3) But requests don't expire when OnHold (as if the timer really stopped)
Is this normal? I'm more concerned with the fact that escalation mails are sent even when the request is put OnHold.
Thanks!
I'm using SDP 7 Professional.
When a request in put OnHold, the timer status is supposed to stop. However:
1) Escalation mails are sent during the OnHold status (as if the timer didn't stop)
2) Request expiration date is not recalculated when request returns to Open
3) But requests don't expire when OnHold (as if the timer really stopped)
Is this normal? I'm more concerned with the fact that escalation mails are sent even when the request is put OnHold.
Thanks!