On Thu, Apr 05, 2007 at 01:43:04PM -0400, Adriano Amaral wrote:
I've been doing some research on doing the ticket escalation process based on the ticket priority, instead of the queue that holds the ticket. Anyone has done this before ??
No, this is not possible at the moment, escalation can only be set by queue. We can develope an extension what does what you like, it should be not to heavy. Also the upcomming OTRS 2.2 might be intersting for your issue. With OTRS 2.2, which first beta has been released last week, it is possible to specify escalation based on services and SLAs.
Adriano Amaral
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