Maybe, unless a service and SLA are attached to the ticket, then the SLA should follow the ticket. On Jan 24, 2014 1:27 AM, "Darshak Modi" <darshak.m...@elitecore.com> wrote:
> If ticket is escalated and moved to another queue, will it reset its > solution time/escalation time to new queue ? > > Because we have L1/L2/L3 escalation and we run agent based on crossing > solution time. > > > --------------------------------------------------------------------- > 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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