In our case our supporting hours are from 7a.m to 10p.m (Monday to Saturday) . Our escalation for the selected priority is set for 4 hours, and the Escalation status type is set as Start, Other and completion status type is set as Completed. Also, If the Escalation status is reached more than once, re-use escalations check box was ticked.
Here, the call is logged at 6.31 PM on 27 April 2015(Monday) and resolved the same on same day at 7.56 PM.
Again the call was reopen at 12.11 PM on 28th April 2015(Tuesday) and at the same time call SLA is breached. Total 4hrs SLA calculation for Breach time is not calculated.
This is happening for only the resolved calls. If we kept the call as pending from customer today and perform back from customer after 2 days , then SLA is calculating properly. But if we resolved the call today and if we re open the same call after 2 days then the call is breached, even if it's escalation time is not completed. Instead of calculating the SLA from the time where it stopped, it is calculating from the incident creation time if we reopen it and right way the calls were breached.
I have searched from every possible aspect and still with the empty hands.
Did anyone had come across this type of issue ???
What could be the reason for this ??? Did I missed anything ???