This week we’re going to look at setting up SLA based escalations. Escalations are defined by setting a time limit by which your agents must respond to a ticket – if the ticket is not responded to or updated appropriately, it will escalate. When a ticket escalates, a few things happen:
OTRS offers two ways to control ticket escalations: Queue based escalations, and SLA based escalations. Today we’re going to look at setting up queue based escalations.