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Service Group Review Escalations

Service Group Review Escalations

We have a queue with a Mon-Fri 8 hour schedule with no weekends.  The initial escalation set at 0 is firing off as expected.  However, the next escalation with is set to 168 hours is firing off about 2 weeks later.  The 3rd escalation which is set to 120 hours if firing off 7 days or 1 week after the 2nd one. 

How are escalation hours calulated?  Is it based on an 8 hour day, 24 hour day, 5 day week, or 7 day week?

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Service Group Review Escalations

Hi Liz,

There is a post on this site where you will find the answer to your question about the schedule used by RequestCenter to send Escalations here.

Service Group Review Escalations

Fred and I checked that out and I'm afraid we may have a "defect".  He'll probably be logging it soon.  Thanks for your help!

Service Group Review Escalations

How it was explained to us, this is a 24 hour clock, we have a similiar setup and it seems to be working.

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