[otrs] Ticket Escalation using priority instead od queues

[Adriano Amaral]

Thank You Christian,

I`ve d/l the 2.2 beta and I'll be testing the SLA's. For the extension
devellopment, how does it works ?

Tia

Adriano Amaral

Christian Schoepplein wrote:
> On Thu, Apr 05, 2007 at 01:43:04PM -0400, Adriano Amaral wrote:
>   
>> I've been doing some research on doing the ticket escalation process
>> based on the ticket priority, instead of the queue that holds the
>> ticket.  Anyone has done this before ??
>>     
>
> No, this is not possible at the moment, escalation can only be set by 
> queue. We can develope an extension what does what you like, it should 
> be not to heavy. Also the upcomming OTRS 2.2 might be intersting for 
> your issue. With OTRS 2.2, which first beta has been 
> released last week, it is possible to specify escalation based on 
> services and SLAs.
>
>   
>> Adriano Amaral
>>     
>
> Regards,
>
>   Christian
>
>   
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