If a ticket breaches its SLA and isn't resolved yet, we change the due date and de-escalate it. That works temporarily, however, as soon as either we or the end user replies to the ticket, it immediately goes back to saying it has breached its SLA and sending an email.
Is there something in the escalation rule that we can adjust? Can you point me to the right area to check?
These rules were set up for us and now trying to determine how to adjust and what meaning each of these rules have.
