I'm testing Response Levels and Escalations for our SLA's and I have run into something weird.
I have an escalation set up to highlight tickets that have not been assigned to a technician in green. I have it set to "Complete" when the status is "With Technician". In my testing, the tickets changes color when it's in an Open state but when it goes into a "With Technician" state, it doesn't clear the color out.
Is this supposed to work this way or should it clear the color out when it reaches the escalations complete status?