SLA not working
I need help, and its very crucial it gets fixed. Things keep slipping the system.
I have 3 SLA settings,
Low
Med
High
Each one to go off and look at the priority level, low med high. after the selected time in each sla, it doesnt escalate! its turned on and enabled, and i also put one in called test with 2 mins and notify after 3. NOTHING! please help.
also, we have it set so if the requester choose Inside US or Outside it gets assigned to the correct person. is this affecting it!?
I have 3 SLA settings,
Low
Med
High
Each one to go off and look at the priority level, low med high. after the selected time in each sla, it doesnt escalate! its turned on and enabled, and i also put one in called test with 2 mins and notify after 3. NOTHING! please help.
also, we have it set so if the requester choose Inside US or Outside it gets assigned to the correct person. is this affecting it!?