Escalation time

[ndhvu275]

Hello,

I'm working with Escalation Time in OTRS, so I'm trying to clear about this like below:

First, I would like write here my understanding of OTRS escalation time;
- Escalation time just base on queue or SLA. What else are possible it base on?
- Eslcalation time in SLA is higher priority than in queue. It means if setup escalation time in both queue A and SLA X, a ticket is created in queue A and SLA X, then this ticket will be get escalation time in SLA?

Second, I have 2 questions:
- Is there a combination between queue and SLA when setting Escalation Time? How can I configure for that? Or customization as well? For example: when creating a ticket with both queue is A and SLA is X, then Escalation Time for first response is 5 days.
- is it possible to configure escalation time follow parent ticket. For example: A parent ticket in queue A (escalation time is 5 days), and a child ticket in queue B (escalation time is 3 days). Then, the escalation time of child ticket must be follow parent ticket's, that is 5 days. Or master/slave module, is it possible to do like this?

Hope someone can help me. Thanks in adv

Vu Nguyen

[crythias]

Escalation time just base on queue or SLA.

Eslcalation time in SLA is higher priority than in queue.

Is there a combination between queue and SLA when setting Escalation Time?

No. If SLA is set, it overrides Queue.

is it possible to configure escalation time follow parent ticket.

Not exactly as stated. The escalation time will/or should? match the Queue or SLA assigned to the child.

[ndhvu275]

Dear Crythias,

Thanks for your reply. so I understood:
1. There is no way to combine queue and SLA for setting escalation time.
2. There is also no way to inherit the escalation time from parent to child ticket. Maybe assign the same SLA for child and parent ticket

Thanks again

Vu Nguyen