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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.