I have a query regarding queue based and sla based escalations.In my otrs setup, i have setup both the escalations, queue based as well as SLA based.In this matter which one will be implemented.
Ideally the case should be that if a particular ticket has no SLA assigned to it, then it should escalate based on the escalation time set for that particular queue.But my observation is that its not happening this way.
Could you clarify amongst the two which one super-seeds the other? Which one will work if both are set.
Queue based and SLA based escalations
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tripti_rai2005
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Queue based and SLA based escalations
■ TRIPTI RAI // PROJECT ENGINEER, ETIM GTEC
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Whirlpool Corporation // www.WhirlpoolCorp.com
Office: +91 20 66056464 //Mobile: +91 9503019176 // // Whirlpool Corporation // www.WhirlpoolCorp.com
Whirlpool Corporation // www.WhirlpoolCorp.com
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crythias
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Re: Queue based and SLA based escalations
SLA attached to service wins.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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