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Need to modify SLA Escalation behaviour

Created: 14 Mar 2013

Hi there,

I have notifications set to email different management levels based on how long a ticket has been open.  However, if that ticket is reassigned to another worker, the escalation timing resets to zero.   For example, if a ticket is supposed to escalate 2 hours after creation, but is reassigned after 1 hour, the notification won't trigger until 3 hours.

Can SLA escalations be set based on ticket lifespan, rather than on assignment times?

Any advice would be greatly appreciated.


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