SLA Escalation Emails
I have my SLAs defined, and they seem to be working normally...each ticket that should be affected has a due date assigned to it. However, escalation emails don't seem to be showing up. Are there any best practices for setting up escalations? For an SLA that requires resolution in 1 business day, I have mine configured as:
Escalate After - 0 days - 6 hours
I expected to get an email 6 hours after the ticket was opened. Is this wrong?
Escalate After - 0 days - 6 hours
I expected to get an email 6 hours after the ticket was opened. Is this wrong?