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- 04 May 2011, 18:39
- Forum: Help
- Topic: SLAs and Queues
- Replies: 4
- Views: 2495
SLAs and Queues
My organisation is set up as follows: 1st line support team uses a queue which has an SLA attached based on resolution time. A seperate 2nd line support team uses a different queue with a different SLA set. Tickets are escalated by 1st line support to 2nd line by moving the ticket between the two qu...