El dl 31 de 12 de 2012 a les 03:35 +0100, en/na Jean BROW va escriure:

How can I create an SLA that alert me as admin every time we have an ticket where customer have waited more than x hours for an replay?

Have a look to Notifications (Event) feature: you'll be able to set notifications based on events such changes of state (see Ticket* events). Otherwise you can create an intermediate state to these situation and after find those tickets via GenericAgent. Hope it helps. -- Adrià García-Alzórriz