
16 Feb
2010
16 Feb
'10
9:25 p.m.
I'd like to build some reporting around my SLA targets to see how many tickets are being escalated, which SLA target they are exceeding, etc. I'm having a hard time understanding where in the database it keeps information about whether an ticket was escalated and which target caused the escalation. Can anyone explain? or point me to some dev docs on how exactly the SLA portions are working? Thanks, Calvin