How do i implement the SLA`s
I want to learn how to use inside the "Notify" the "scalate" Option, i have been testing the variuos configurations and its not working as i was expecting:
Scenario) When a ticket has passed a specific limit of time, for example 12 hours, according to one of the SLA; the ticket must be scalated to a level 2 agent.
How do i configure the SLA in the Scalated option
Scenario) When a ticket has passed a specific limit of time, for example 12 hours, according to one of the SLA; the ticket must be scalated to a level 2 agent.
How do i configure the SLA in the Scalated option