I have a question with a little twist on Ticket Priority Escalation. We
have set up categories as a custom field for tickets. We would like to
escalate tickets based upon the category, as opposed to the default
queue. We are trying to tie our service level agreements (category) to
ticket priorities. So, for example, if we have an SLA of 8 hours
response time, we want the priority of the ticket to accelerate much
faster, than a ticket whose SLA is 3 days response time.
So, it this possible or is it beyond the scope of RT to do this? We are
running RT 3.4.4.
Consulting System Administrator
DigitalGlobe ®, An Imaging and Information Company