Como puedo lograr que empiece a correr el tiempo del tickets despues de haberse realizado la segunda derivación
Ticket Overdue timers are based on SLAs. SLAs are attached automatically on creation based on the configured settings or if there is no default SLA configured then it has to be added manually by Agents. So after the second Referral the responsible Department and/or Assigned Agent/Team must manually add an SLA. You can also attach an SLA to a Schedule so it only runs during the Schedule hours.