Change Ticket SLA when get solution Escalation

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amedina
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Change Ticket SLA when get solution Escalation

Post by amedina »

Hi all,
I'm managing ticket's priority using SLA, because with SLA I can change escalation times, something Priority can't do. I would like to change the SLA of a ticket when the solution time expire. For example, I have definied that tickets with SLA "Low" have a solution time of 24 hours. If the ticket does not get solution after 24 hours, the ticket;s SLA should be changed to the SLA "High" (wich have 8 hours for solution) and should be assigned to the support coordinator as the Owner. It is possible that when the ticket is changed to another SLA and the escalation's times changes, those time get reset it and start counting again and not from the ticket's creation date?

Regards!
crythias
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Re: Change Ticket SLA when get solution Escalation

Post by crythias »

Probably not because you could constantly change SLAs and therefore never be in violation of your agreement.
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wurzel
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Re: Change Ticket SLA when get solution Escalation

Post by wurzel »

Hi,

AFAIR you can do this with the Feauture
https://www.otrs.com/otrs-business-solu ... s/?lang=de

Can count from beginning and from actual time stamp.

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