I am looking to put a rule in place to say after set period, the ticket hasn't been looked at and is flagged up for escalation or put back to the top of the list ? Is this SLA's ? So could set it for say if its not dealt with within the hour as a high priority etc. How would we set this up ? Simon Allison South Downs College ________________________________ [http://www.southdowns.ac.uk/assets/efooter.png] http://www.southdowns.ac.uk/apprenticeships ********************************************************************** This message may contain privileged and confidential information. It is intended solely for the person to whom it is addressed. If you are not the intended recipient, please notify the sender and delete the message immediately. The text in this e-mail and any attachments should not be altered or tampered with in any way. Any views expressed in this message are those of the individual sender and do not necessarily reflect the views of South Downs College. **********************************************************************