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HI Everyone, I have a question with a little twist on Ticket Priority Escalation.
We have set up categories as a custom field for tickets. We would like to
escalate tickets based upon the category, as opposed to the default queue. We
are trying to tie our service level agreements (category) to ticket priorities.
So, for example, if we have an SLA of 8 hours response time, we want the
priority of the ticket to accelerate much faster, than a ticket whose So, it this possible or is it beyond the scope of RT to do
this? We are running RT 3.4.4. Take care! Nick --------------------------------------------------------------------------------- Nick
Metrowsky Consulting
System Administrator 303-684-4785
Office 303-684-4100
Fax DigitalGlobe
®, An Imaging and Information Company --------------------------------------------------------------------------------- |
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