Escalate Tickets on Priority

[amedina]

Hi All,
It is possible escalate tickets based on priority? If not, can I make an ACL that select an SLA for a ticket based on the priority of the ticket? I would like, for example, if an agent set a ticket to "High Priority" the ticket's SLA change to a determinated SLA with the Escalation time defined for that priority, is that possible with ticket ACL?

Thanks and Best Regards,

[crythias]

First, understand that SLA is supposed to be static for a given ticket. The SLA alone (if no SLA, then the Queue) determines the escalation requirements for a given ticket.

can I make an ACL that select an SLA for a ticket based on the priority of the ticket

You might be able to, but also note that SLAs are attached to services, not priorities. They are Service Level Agreements.

You shouldn't necessarily be able to choose an SLA that is not attached to a service.

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[amedina]

Thanks for your reply,
What I'm planning to do is define 3 SLA, same as the priorities that we have defined, then attach all services to the 3 SLA's. The agent in charge to assign the owner of the ticket will also define the priority and SLA for the ticket.

Do think this could work?
Regards.

[crythias]

You should be able to do what you want. But Don't Repeat Yourself (code jargon).

The only entry that has *meaning* is the SLA. The priority is merely a label, and it's generally for prioritizing tickets. One thing that you could use priority for in deference to your SLA is to raise the priority as SLA milestones are being approached or exceeded. Thus, the priority can be used independently of the SLA.