Running into an issue with escalation times not resetting on my service desk tickets. I have a procedure that sets a custom field based on response from technician to end user, when the initial response is sent the escalation time starts at zero, and a custom field is populated. The issue that I am running into now is when there is a response from the end user, and another response is kicked out from the technician the escalation time is never reset within the service desk ticket. I made sure that I set the escalation time is reset when the ticket is changed, but for some reason nothing happens. Any ideas on how I can fix this?
Tony, I think there maybe something wrong in your procedure. can you show / share the procedure so i can take a look for you?