Ticket Escalation according to the SLA

Kaushali

I oversee five departments, each consisting of several layers. Within each department, Layer 1 holds the highest position. In the event that a ticket is assigned to Layer 4, it is essential to adhere to the Service Level Agreement (SLA) time period. If the ticket remains unattended or unresolved, it should be escalated to Layer 3 staff. Should the issue persist, escalation should continue to Layer 2 staff and, ultimately, to Layer 1 staff.

I require guidance on the following topics:

Configuring departments and teams.
Setting up automatic escalation rules.
I have already added all the agents and assigned departments to them. Additionally, I have established three SLA plans with timeframes of 10 minutes, 2 hours, and 6 hours, respectively. As my server supports PHP 7.4, I am using OSticket 1.15.8.

I would be immensely grateful for any assistance in utilizing these features effectively. Thanks

KevinTheJedi

Kaushali

1.15.x is old and no longer supported. If you have any issues you will not receive assistance. Also PHP 7.x is end of life so that’s no longer supported either.

Here is the documentation for Departments and Teams:

We do not have the concept of automatic actions post-ticket creation. We do have Ticket Filters however they will only apply to new tickets. This is however a feature request so it may be considered in future versions.

Cheers.

Kaushali

Thank you very much for your quick response

ntozier

IF this is something that you want now, you can modify the core files.

I would try writing a custom script that runs every few minutes via cron (or windows task scheduler).

You would need the script to:

check each open ticket,
look at the created datetime,
look at the SLA (sla_id) calculate the time to now,
and then if the time is higher change the SLA (sla_id) and Department (dept_id)

in this example your SLA time would increase with each step.
ie
SLA 1 is 1 hour.
SLA 2 (SLA 1 + SLA 2) is 2 hours
SLA 3 (SLA 1 + SLA 2 + SLA 3) is 3 hours
etc.
The created datetime doesn't change so this would take into account the time spent in each prior SLA into the calculations.
(there are other ways to do this, like record the time of escalation some where, but this seemed like a good way to do it without altering the database.) You could also hard code the times to minimize DB interaction.