1 Reply Latest reply on Jun 25, 2014 9:12 AM by Stu McNeill

    Escalation notification email increace after pending

    Iwan.Yudhistira Rookie

      Dear All,

       

      i have some question, i have some problem with service request notification escalation, after our engineer stop pending and start to solve the problem the escalation SLA is raise until breach, why this issue can happen because if the SLA is pending/stop actually the SLA will start with the new calculation until breach, before this issue happen i try to change the calender of SLA, any idea to solve this issue?

       

      regards

      Iwan