30 Dec
2009
30 Dec
'09
3:34 p.m.
Hey Guys, I have 2 newby questions. 1. What the use of locking tickets? When will a ticket be locked, and what is the benefit of this? 2. I have a ticket that is about to escalate because I didnt reply within the estimated time, but I dont have a reply yet, so I set it on pending reminder for 24 hours. Why is it still escalating?....... Thanks in advance! Regards - G