Morning all,
We are in the process of moving from response to resolution for measuring breached incidents.
We have a resolution escalation running of 40 hours with an activation status of open and a completion status of resolved with completion type of enter status.
On this escalation there is only one action which at 100% of the escalation time sets the breach flag to true and changes the priority.
All pretty straight forward so far.
Up until now we had a "with customer" escalation and we used this to change the priority after x days of no contact from the customer. We then use schedule manager to resolve these calls due to not having had any contact from the customer.
Here's the tricky bit...
Putting an incident to with customer now will stop the clock (as we are measuring the breach on resolution not response), but I still want to run the "with customer" escalation but can't as the clock is stopped.
Does this make sense and does anyone have any ideas or suggestions?
Cheers,
Chris