No ticket escalation during non-working hours (SLA escalation)
I was able to set up a field for the tickets in our K1000 which tracks the so called "Adjusted Time".
This field (and the corresponding 4 ticket rules) tracks the actual time (in hours) a ticket was either set to "Open" or "New", i.e. in the hands
of one of our technicians. Those rules exclude non-working-hours/weekends/holidays and the time a ticket was set to "Stalled". This works beautifuly.
Despite excluding the above-mentioned circumstances, tickets are still escalating during non-working hours/weekends/holidays.
Is there a way not to escalate during the mentioned circumstances?
Tickets set to "Open" should only escalate according to the "Adjusted Time" instead of "Time Opened".
Any ideas? Thanks for your help :-)