Joerg Friedrich wrote:
Hi!
There is another feature if the escalation time could be 'limited' like UncountedUnlockTime, so that a ticket can only run into escalation during 'official work time'.
If I could add to this. It would also be great if you could have multiple UncountedUnlockTime settings for different service level agreements that a company may offer, and also tie this into the different priority/severity levels. To give an example: A company might have a 7-7/M-F support contract, but also offer a 24/7 support contract. Also, a support request could have a severity tied into it, which says it needs to be addresses in so many hours/days. For example a critical issue, may need to be resolved within a day, while a "how-to" question could be 10 days. But if the customer has a 7-7 support contract, then that 10 day period would really be 20 days of support time for them. It's a bit complicated, but if it could be done, it would be cool :P Cheers, Tom