Hi, Some brainstorming that could be useful: I guess you can use a queue for 1st level with a lockout time defined, a generic agent task that evaluates when a ticket without owner belonging to that queue gets unlocked and when it happens, it assigns the ticket to the 2nd level queue which also has a lockout time, with another generic agent task that will move the ticket to 3rd if the condition is met, does it make sense? Give it a try and let us know how it goes ;) greetings, Leonardo Certuche On Thu, May 28, 2009 at 8:36 AM, Gary Kilmister wrote:

I would like to implement 1st , 2nd and 3rd level support on tickets with associated SLA.

So 1st level receive all tickets, but if not responded to in a set time frame – then 2nd level notified and so on.

I would like some guidance on how this can be set up effectively.

Many thanks

Gary Kilmister, Data Centre Manager, IFL

Email: gary@internetf.co.uk

T: +44 (0)161 275 1100

D: +44 (0)161 275 1107

F: +44 (0)161 209 8427

www.internetf.co.uk

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