whichever is prioritized between queue and SLA escalation

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denbagusjkt
Znuny newbie
Posts: 23
Joined: 07 Jun 2012, 09:20
Znuny Version: 3.1.5
Real Name: denbagus
Company: indolabsoft

whichever is prioritized between queue and SLA escalation

Post by denbagusjkt »

I am new on OTRS. Whichever is prioritized by OTRS between queue escalation and SLA escalation? I want to use both escalation.
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diginin
Znuny expert
Posts: 213
Joined: 11 Feb 2008, 12:04
Znuny Version: CVS

Re: whichever is prioritized between queue and SLA escalatio

Post by diginin »

SLAs are trump and override the queue settings.
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denbagusjkt
Znuny newbie
Posts: 23
Joined: 07 Jun 2012, 09:20
Znuny Version: 3.1.5
Real Name: denbagus
Company: indolabsoft

Re: whichever is prioritized between queue and SLA escalatio

Post by denbagusjkt »

thanks for reply, now I am understand how to use it.
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