Multiple SLA Breach Escalations

huvaidya

I have OS Ticket ver 1.9.6 installed,I have created separate departments and Agents under them for different regions in the organization. so i have three levels, regional agent, regional lead and admin I want to know can we have multiple levels of SLA for a single ticket,example - if a ticket is raised, after 4 hours Lead should get alert and after 8 hours if the ticket is still open, admin should get alert.

Chefkeks

Currently this is not possible in osTicket, but the developers plan to revamp and improve SLAs in future releases (no ETA).

ntozier

As a side note 1.9.6 is pretty old... you might want to consider upgrading. I heard 1.10 should be out by the end of the month.

huvaidya

Thanks Guys...Will look forward how we can achieve this