escalation put tickets in evindence reflecting a (probably existing) SLA
(service level agreement)
notify by, if setted and otrs.Pendigjobs.pl is running in cron, notify at
the % of the time of escalation agents that is (probably) running out of SLA
On Fri, Apr 22, 2011 at 6:50 PM, Muhammad El-Sergani
Hello,
I was wondering, could someone explain what "Escalation" in a queue actually does? To whom will the ticket be escalated?
Also, what's the "Notify by" option? All I can see are percentages.
Thanks and Best Regards, Muhammad El-Sergani.
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