Escalation Never Fires

 
Author
Message
SysAider
29
 
I have two escalations set up.

#1: Fires 7 days after Last Modify Time if status is not Closed or Deleted. This sends an email to the administrator letting them know they need to work on their ticket.

#2: Fires 14 days after Last Modify Time if status is Waiting For User. This automatically closes the ticket and sends an email to the user letting them know that they haven’t responded so we’ve closed the ticket.

The Escalation Level on both is set to 1. Searching the SysAid site, the forums, and the online docs, I couldn’t find instructions regarding “Escalation Level” or its effect.

Escalation #2 never fires and I cannot figure out why. Escalation #1 seems to work fine.

SysAid Wiz
326
 
set the escalation point to 2 on 2nd escalation