Hi,

Some brainstorming that could be useful:

I guess you can use a queue for 1st level with a lockout time defined, a generic agent task that evaluates when a ticket without owner belonging to that queue gets unlocked and when it happens, it assigns the ticket to the 2nd level queue which also has a lockout time, with another generic agent task that will move the ticket to 3rd if the condition is met, does it make sense?

Give it a try and let us know how it goes ;)

greetings,


Leonardo Certuche


On Thu, May 28, 2009 at 8:36 AM, Gary Kilmister <gary@internetf.co.uk> wrote:

I would like to implement 1st , 2nd and 3rd level support on tickets with associated SLA.

 

So 1st level receive all tickets, but if not responded to in a set time frame – then 2nd level notified and so on.

 

I would like some guidance on how this can be set up effectively.

 

Many thanks

 

 

Gary Kilmister, Data Centre Manager, IFL

 

Email: gary@internetf.co.uk

T: +44 (0)161 275 1100

D: +44 (0)161 275 1107

F: +44 (0)161 209 8427

 

www.internetf.co.uk

 

~~ Business Class Data Centres ~~

 

IFL is a trading name of Internet Facilitators Limited.

Registered office: Reynolds House, 4 Archway, Manchester, M15 5RN. Registered in England. Company No. 3342636

 


---------------------------------------------------------------------
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW!
http://www.otrs.com/en/support/enterprise-subscription/