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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 (2)

Posted by: KevinG 1 month ago
10th Degree Black 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


Posted by: Hobbsy 4 weeks ago
Red Belt
1

Why not turn off the escalations and rebuild the rules as you need them using ticket rules?

After all escalations are just emails based on criteria in the ticket. I am guessing that the dev guys are wanting their alerts to be more like days? My basic rule of thumb is if you can write down and define what you want you should be able to build it. (Watch Nick the Ninja ignore that answer ;o)

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