Important : Any way to support multiple Escalations

[vineethshyam]

I have 4 levels of call priorities(P1,P2,P3,P4) with 3 levels of escalations.

At first level : All calls (any priority), are overdued after 24 hrs and are changed to escalated state.

At this state i want to apply different SLA plans for each call priorities.
Eg: P1 call - 36 hrs, P2 call -48 hrs, P3 call - 72 hrs, P4 call - 140 hrs.

How to support this without writing 4 SLA plans(With same overdue time : 24 hrs) at the initial stage.

[Mahesh Slaria]

Hi,

Originally Posted by vineethshyam

I have 4 levels of call priorities(P1,P2,P3,P4) with 3 levels of escalations.

At first level : All calls (any priority), are overdued after 24 hrs and are changed to escalated state.

At this state i want to apply different SLA plans for each call priorities.
Eg: P1 call - 36 hrs, P2 call -48 hrs, P3 call - 72 hrs, P4 call - 140 hrs.

How to support this without writing 4 SLA plans(With same overdue time : 24 hrs) at the initial stage.

This is not possible yet, You have to write 5 different SLA plans. One for first escalation and four for each call priority as you described above.

Thanks.

Regards,