I am using osticket 1.9.12 on centos 7.1.I am having multiple levels with different SLA's for a ticket to be handled:Level 1                  -              36-48 hours           - if not solved, automatic escalation to level 2Level 2                  -              24 hours                - if not solved, automatic escalation to level 2Level 3                  -              12 hours                - if not solved, automatic escalation to level 2Level 4                  -              ImmediateI was thinking of configuring different departments to handle each level, am I in the right direction?But was wondering how to re-assign a ticket from one dept to another on SLA expiry?Or is there an better way to approach?Regards,Seenu.

SLA escalation is not a feature in osTicket at this time.You could probably get around this limitation by using a department for each .. but there would not be an automatic transfer between departments.

7 years later

I am using osticket v1.15.2. Is there a way to do multi level escalation?

    KevinTheJedi Hello, Is there no other way we can do the multi level escalation even if it is not there at this moment ?

    Write a Reply...