Zammad SLA / Escalation

  • Used Zammad version: 5.1.1
  • Used Zammad installation type: ( apt install zammad …)
  • Operating system: Ubuntu 20.04.4
  • Browser + version: Chrome

Good morning everyone,

i have the following Problem:

i configured SLA for all Groups and the Ticket should escalate if no response from agent after 40hours. (1 Week) and the Ticket State is open.

Now i use the waiting for option that the Escalation dont trigger during iam waiting for a customer response. But after the Customer answered the State is open again and the Escalation triggers if the ticket is older than 1 Week.

How can i change that?

Best Regards

Escalations are reset if you leave the current calculation base.
That means if you do the first response and have no other escalation times following, the escalation state technically is cleared. If you want your ticket to, at some point, escalate for ever, you want to use the solution time.

SLAs are described here in more detail which may help you
https://admin-docs.zammad.org/en/latest/manage/slas/index.html