Maybe, unless a service and SLA are attached to the ticket, then the SLA should follow the ticket. On Jan 24, 2014 1:27 AM, "Darshak Modi" wrote:

If ticket is escalated and moved to another queue, will it reset its solution time/escalation time to new queue ?

Because we have L1/L2/L3 escalation and we run agent based on crossing solution time.

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