Hi Mark, Is each escalation taking a while to complete? On versions prior to 7.1 there is just the one escalation thread. This means if an escalation takes 30 minutes to run then all other escalations are left waiting for that escalation to complete. You need to perhaps split the workload of each of your longer escalations or upgrade to 7.1 and then use escalation pooling to split your longer escalations. The other option is to make your escalations more efficient. To confirm what's happening turn escalation logging on. It will show you why there are gaps. I guess Rick is right in a sense, this behaviour is as designed. Setting a particular escalation interval does not guarantee that frequency. Rod Harris
________________________________ From: Action Request System discussion list(ARSList) on behalf of Brittain, Mark Sent: Thu 25/09/2008 9:59 PM To: [email protected] Subject: Re: Escalation Guidelines ** Hi Rick Maybe I wrote this poorly. The first escalation runs every 11 minutes to see if there is a ticket that has not been modified in more than 20 minutes. The last one is not a typo, that escalation runs every 30 minutes to see if there is a ticket that has not been modified in the last 2 hours. Thanks Mark ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Rick Cook Sent: Thursday, September 25, 2008 9:54 AM To: [email protected] Subject: Re: Escalation Guidelines ** Except for the last one, which may have been a typo, that's functioning as designed. If the first one checks at :20, :40, and :60, and the save happened at :20:01, you will see a 19:59 minute gap between save and escalation. If the gaps are too large, you'll need to shorten the intervals or use Filter actions. Rick On Thu, Sep 25, 2008 at 6:44 AM, Brittain, Mark <[EMAIL PROTECTED]> wrote: Hi All, I have some escalations running but I think the time interval is excessive. Here are some simplified examples. Last modified more than 20 minutes ago - time interval is 11 minutes Last modified more than 1 hour ago - time interval is 30 minutes Last modified more than 2 hours ago - time interval is 30 minutes Any suggestions, greatly appreciated Thanks Mark This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ This e-mail is the property of NaviSite, Inc. It is intended only for the person or entity to which it is addressed and may contain information that is privileged, confidential, or otherwise protected from disclosure. Distribution or copying of this e-mail, or the information contained herein, to anyone other than the intended recipient is prohibited. __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
