Hi, Some brainstorming that could be useful:
I guess you can use a queue for 1st level with a lockout time defined, a generic agent task that evaluates when a ticket without owner belonging to that queue gets unlocked and when it happens, it assigns the ticket to the 2nd level queue which also has a lockout time, with another generic agent task that will move the ticket to 3rd if the condition is met, does it make sense? Give it a try and let us know how it goes ;) greetings, Leonardo Certuche On Thu, May 28, 2009 at 8:36 AM, Gary Kilmister <[email protected]>wrote: > I would like to implement 1st , 2nd and 3rd level support on tickets with > associated SLA. > > > > So 1st level receive all tickets, but if not responded to in a set time > frame – then 2nd level notified and so on. > > > > I would like some guidance on how this can be set up effectively. > > > > Many thanks > > > > > > Gary Kilmister, Data Centre Manager, IFL > > > > Email: [email protected] > > T: +44 (0)161 275 1100 > > D: +44 (0)161 275 1107 > > F: +44 (0)161 209 8427 > > > > www.internetf.co.uk > > > > ~~ Business Class Data Centres ~~ > > > > IFL is a trading name of Internet Facilitators Limited. > > Registered office: Reynolds House, 4 Archway, Manchester, M15 5RN. > Registered in England. Company No. 3342636 > > > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ >
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