Set escalation times via priority?

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Jury
Znuny newbie
Posts: 7
Joined: 27 Jun 2016, 16:15
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Set escalation times via priority?

Post by Jury »

Hello Otrs community

I have set up an otrs system for our company.
So today i was looking at the escalation times. And as i see it is only possible to set escalation times via queue settings or SLAs.

But i would prefer if i could manage the escalation times via priority, it just makes more sense to me.
I searched in the internet for some help, but the only thing i find out is that it is possible in OTRS business Solution.

So am i missing something? are there any settings i can manage this in OTRS Free?
The goal should be that the user selects a priority and depends on how high the priority is the escalation times will adapt themselves.

Greetings
Jury
jojo
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Re: Set escalation times via priority?

Post by jojo »

Escalations require to be set on SLA or Queue only
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root
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Re: Set escalation times via priority?

Post by root »

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