escalation put tickets in evindence reflecting a (probably existing) SLA (service level agreement)<div><br></div><div>notify by, if setted and <a href="http://otrs.Pendigjobs.pl">otrs.Pendigjobs.pl</a> is running in cron, notify at the % of the time of escalation agents that is (probably) running out of SLA<br>

<br><div class="gmail_quote">On Fri, Apr 22, 2011 at 6:50 PM, Muhammad El-Sergani <span dir="ltr">&lt;<a href="mailto:msergani@gmail.com">msergani@gmail.com</a>&gt;</span> wrote:<br><blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex;">

<div dir="ltr">Hello,<br><br>I was wondering, could someone explain what &quot;Escalation&quot; in a queue actually does?<br>To whom will the ticket be escalated?<br><br>Also, what&#39;s the &quot;Notify by&quot; option? All I can see are percentages.<br clear="all">


<div dir="ltr"><div><br></div>Thanks and Best Regards,<br>Muhammad El-Sergani.</div><br>
</div>
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