On 2012-03-16 09:45, Ugo Bellavance wrote:
Hi,
OTRS 2.3.3
One of my SLA has these parameters:
Escalation - First Response Time: 1200 minutes
Notify by: 60%.
Another example:
the ticket "2012031636000018" will escalate!
Escalation at: 2012-03-16 11:05:02
Escalation in: 5m
My first response time for this SLA is 30m.
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