I am trying to edit the out of the box helpdesk escalations to trigger if a call is not resolved rather than if a call is in work in progress.

I have edited the following filters that looked at work in progress so that they now look at resolved.
*HPD:HPD-CreateEscalation
*HPD:HPD-DelEscalation01
*HPD:HPD-DelEscalation02a
*HPD:HPD-ChangePriorityOnEscalation

So, now if a call is in work in progress it does escalate. The PROBLEM I am having, no matter what I do, I can't get a ticket that is in a Pending status to escalate.

I can't find where it is skipping those calls in a pending status.

Anyone know?

Thanks
Heather

Have a look at the Escaltions running on RSM:Escalation (I think this is the form name)

I ment have a look at the Workflow (filters) not the escalations

:-)

I use the ITSM suite, so don't know if this is entirely applicable. I know that the SLA app sets the the SLA clocks to "paused" for those in a pending status. HD may assume the same. If it does then the escalation fire off the accrued SLA time the call was is a non-paused state, rather than real time.

Karl

You can export all workflow to a def file, then do a search (ctrl-f) from notepad for the word "Pending".

Then you will find the exact filter/escalation you are looking for.

I fixed this.
I was able to pull it off with our prod. version 6.3 ....but not on our old 5.5 box.