Hello Team ,<br><br>I have installed OTRS (V 3.0.6). In my setup, I am mapping SLA and priority on impact rather than service based SLA changes. Which would mean that if I am changing my priority, from the priority tab, I would need to change my impact, which would define the priority and SLA for that ticket as well. This is working fine. I am able to get it working. <br>
<br>Now what I am getting stuck on is the SLA escalation time etc. When I change the impact SLA and priority changes but the co-responding  escalation times are not getting reflected in the ticket information. I am confused about defining the calendar and queue based escalation times too.<br>
<br>Please help, I have been stuck on this for a very long time.<br><br>Thanks &amp; Regards<br>Rahul Singhal<br>