Hi All, I have just set up escalation, and I can't find any documentation around how escalation works, so I was hoping someone could give me some more information. Firstly, according to the documentation, the only way to reset an escalation time is to create a note with note-type "Note external". What are the differences between note internal and note external? Secondly, when the escalation is activated, the escalated tickets now show on everyone's queue view for the entire system, not just the queues that the tickets exist in, is there a reason for this? Can I change it? Thanks _____ Theunis De Klerk Cell : +27 83 788 7261 Email : mailto:theunis@pier29.co.za theunis@pier29.co.za Web : http://www.pier29.co.za/ www.pier29.co.za _____
