yes exactly. i was trying to customize the OSticket according to our Escalation Matrix that is mentioned below.i would not able to find the solution according to our requirement.i want to confirm by asking you .is it so? . OS ticket did not provide the Escalation settings as mentioned in following snap shot.please confirm me.or tell if there is another solution to fulfill the following requirement.
mso-yfti-tbllook;mso-padding-alt 5.4pt 0in 5.4pt">
padding 5.4pt 0in 5.4pt">
Issue
mso-border-left-alt windowtext .5pt;mso-border-alt windowtext .5pt;
padding 5.4pt 0in 5.4pt">
Escalated to
mso-border-left-alt windowtext .5pt;mso-border-alt windowtext .5pt;
padding 5.4pt 0in 5.4pt">
SLA
mso-border-left-alt windowtext .5pt;mso-border-alt windowtext .5pt;
padding 5.4pt 0in 5.4pt">
If issue ok
mso-border-left-alt windowtext .5pt;mso-border-alt windowtext .5pt;
padding 5.4pt 0in 5.4pt">
Status not
none;mso-border-top-alt windowtext .5pt;mso-border-alt windowtext .5pt;
padding 5.4pt 0in 5.4pt">
ticket created against any issue.
border-right windowtext 1.0pt;mso-border-top-alt windowtext .5pt;
mso-border-left-alt windowtext .5pt;mso-border-alt windowtext .5pt;
padding 5.4pt 0in 5.4pt">
Level 1 team
border-right windowtext 1.0pt;mso-border-top-alt windowtext .5pt;
mso-border-left-alt windowtext .5pt;mso-border-alt windowtext .5pt;
padding 5.4pt 0in 5.4pt">
0-2 hours, e.g. 12:-2
border-right windowtext 1.0pt;mso-border-top-alt windowtext .5pt;
mso-border-left-alt windowtext .5pt;mso-border-alt windowtext .5pt;
padding 5.4pt 0in 5.4pt">
It will not be escalated
border-right windowtext 1.0pt;mso-border-top-alt windowtext .5pt;
mso-border-left-alt windowtext .5pt;mso-border-alt windowtext .5pt;
padding 5.4pt 0in 5.4pt">
Issue not resolved then escalated to level2
border-right windowtext 1.0pt;mso-border-top-alt windowtext .5pt;
mso-border-left-alt windowtext .5pt;mso-border-alt windowtext .5pt;
padding 5.4pt 0in 5.4pt">
Automatically assigned to level
2
border-right windowtext 1.0pt;mso-border-top-alt windowtext .5pt;
mso-border-left-alt windowtext .5pt;mso-border-alt windowtext .5pt;
padding 5.4pt 0in 5.4pt">
2-4 hours e.g. 2 4
border-right windowtext 1.0pt;mso-border-top-alt windowtext .5pt;
mso-border-left-alt windowtext .5pt;mso-border-alt windowtext .5pt;
padding 5.4pt 0in 5.4pt">
It will not be escalated
border-right windowtext 1.0pt;mso-border-top-alt windowtext .5pt;
mso-border-left-alt windowtext .5pt;mso-border-alt windowtext .5pt;
padding 5.4pt 0in 5.4pt">
Issue not resolved then escalated to level 3
border-right windowtext 1.0pt;mso-border-top-alt windowtext .5pt;
mso-border-left-alt windowtext .5pt;mso-border-alt windowtext .5pt;
padding 5.4pt 0in 5.4pt">
automatically assigned to level
3
border-right windowtext 1.0pt;mso-border-top-alt windowtext .5pt;
mso-border-left-alt windowtext .5pt;mso-border-alt windowtext .5pt;
padding 5.4pt 0in 5.4pt">
4-6 hours e.g. 4 6
border-right windowtext 1.0pt;mso-border-top-alt windowtext .5pt;
mso-border-left-alt windowtext .5pt;mso-border-alt windowtext .5pt;
padding 5.4pt 0in 5.4pt">
Issue must be resolved by Level 3
border-right windowtext 1.0pt;mso-border-top-alt windowtext .5pt;
mso-border-left-alt windowtext .5pt;mso-border-alt windowtext .5pt;
padding 5.4pt 0in 5.4pt">
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