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Polar Help Desk 5 is not automatically escalating incidents when the time limits are exceeded. What could be preventing it from escalating incidents?

April 26, 2017automatically escalating exceeded help desk incidents limits polar time

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Polar Help Desk 5 is not automatically escalating incidents when the time limits are exceeded. What could be preventing it from escalating incidents?

1 Answer

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First of all, you will need to check Working Hours for your Service Level. Incidents will only be escalated during Working Hours for your service level. Incident will not escalate while it is in Not accountable Status (Waiting, Completed or Closed).