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- 11 Apr 2011, 12:26
- Forum: Help
- Topic: Freeze escalation time in pending auto state
- Replies: 3
- Views: 4221
Re: Freeze escalation time in pending auto state
We are doing escalation time freeze by assigning special SLA to freezed tickets. This SLA uses Calendar with no working days and no working hours. You can use Generic Agent to automatically assign this SLA to all tickets in your special state. Hi Good idea, but how to set back from the pending SLA ...