KACE Product Support

That doesn't seem to be what we are experiencing... the escalation process, of adding a time stamp at the moment a priority time level is surpassed indeed does not occur when a ticket is stalled, but as soon as a ticket is taken out of a stalled state, the total time since the ticket was first in an open state is used rather than the total time the ticket was open minus the total time it was in a stalled state.
If we have a ticket in a stalled state, the escalation date time field will indeed remain '0000-00-00 00:00:00', but the moment the ticket is taken out of a stalled state, if the time past has been greater than the priority level escalation time setting, the ticket is then immediately escalated. It would be nice if, for example, a priority level escalation setting was for 24 hours, and a ticket was put in a stalled state at say 23 hours after it was created, then when the time since the ticket creation passes say 26 hours, and the ticket is brought back into a category with an open state and then resolved and closed right away, that the escalation time remained '0000-00-00 00:00:00', but it does not, it simply adds the date time stamp for the moment it was taken out of the stalled state. So the total time since a tickets existence may have been 26 hours, but the total time it was in an open state was only 23 hours and a few seconds, and not be escalated. But the priority level escalations seem to use the first instance the ticket was open and ignores when it is thereafter put in a stalled state.
I guess I'll have to create a ticket rule that resets the escalation date time to '0000-00-00 00:00:00' each time a ticket is taken out of a stalled state... actually, I should say, it would be nice if the due date field was a date time rather than simply a date, then I could use it to create an accurate report that shows a count of tickets that are not closed by due date. I thought I could use the escalation level to get a similar report... But no such luck since if a ticket owner sets a ticket to a stalled state category of 'with customer', for example, the ticket owner would still get dinged for an escalated ticket. For a quick duct tape fix, I'll just reset escalations to zero whenever a ticket is 'back from customer' and then look to creating a custom field that flags a ticket and its owner if a due date is missed... but I guess that means I have to create a custom field that holds a real due date... All this bending over backwards to simply get a fairly standard report makes me think I'm missing something obvious, but for the life of me, I can't find whatever that is...
Thanks nshah - kpm8 12 years ago