How to do this escalation

[oliverm]

Hi chaps,

I have an 8 hour SLA setup. This shows the tickets as due in 8 hours. I want this to remain, but I want the tickets to be market as high priority (perhaps even flagged) after 4 hours.

I think I can do this with a 4 hour SLA and an 8 hour SLA but then the tickets show as due in 4 hours, which is wrong.

Any ideas how to do this ?

Olly

[GoneShootin]

Have two plans

Plan 1:

Have 1st 4 hours - change status to HIGH

Plan 2:

Have 2nd 4 hours - upon overdue do someting else


OR


In your escalation setting, don't allow the rule to overwrite the OVERDUE time, so that your default 8 hours will still hold.