Thanks Marco, so basically, if I'm not using SLA's, this is just useless?
Thanks and Best Regards, Muhammad El-Sergani. On Fri, Apr 22, 2011 at 7:17 PM, Marco Vannini <[email protected]>wrote: > escalation put tickets in evindence reflecting a (probably existing) SLA > (service level agreement) > > notify by, if setted and otrs.Pendigjobs.pl is running in cron, notify at > the % of the time of escalation agents that is (probably) running out of SLA > > On Fri, Apr 22, 2011 at 6:50 PM, Muhammad El-Sergani > <[email protected]>wrote: > >> Hello, >> >> I was wondering, could someone explain what "Escalation" in a queue >> actually does? >> To whom will the ticket be escalated? >> >> Also, what's the "Notify by" option? All I can see are percentages. >> >> Thanks and Best Regards, >> Muhammad El-Sergani. >> >> >> --------------------------------------------------------------------- >> 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 >> > > > --------------------------------------------------------------------- > 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 >
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