Hi, Where are the individual, ie Very High, Very Low, etc. prioritisation times set? And how do tickets behave with respect to reaching deadlines? And can someone point me to or explain to me how the escalation priorities for queues and the individual ticket priorities interact? Any help very appreciated! Thanks for taking time out to read this email. Rajendrakumar Premji Varsani BSc (Hons) Rajendrakumar.varsani@psd.defra.gsi.gov.uk Department for Environment, Food and Rural Affairs (Defra) This email and any attachments is intended for the named recipient only. Its unauthorised use, disclosure, storage or copying is not permitted. If you have received it in error, please destroy all copies and inform the sender. Whilst this email and associated attachments will have been checked for known viruses whilst within Defra systems we can accept no responsibility once it has left our systems. Communications on Defra's computer systems may be monitored and/or recorded to secure the effective operation of the system and for other lawful purposes.