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Can i have different escalation times for different admins within the same ticket QUEUE?

Hi guys

Well, the topic says it all. Can I have different escalation times for different admins within the same ticket QUEUE?

Some of the admins within the queue find the escalation time to be too short for them. E.g. "the developers".

Can I change the escalation time of only the developers within the queue? Or do I need to make a new queue

for these people?



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Answers (1)

Posted by: KevinG 3 months ago
Red Belt
1

The SLA is a service desk queue setting and does not apply at the user level.

You may want to make a product suggestion here.  https://kace.uservoice.com/forums/82699-sma-k1000


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