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