Re: [otrs] ticket escalation queries

2014-01-24 Thread Gerald Young
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" 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 esca

[otrs] ticket escalation queries

2014-01-23 Thread Darshak Modi
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: otr