Service Level Agreements

It is possible to assign escalation type bundles to an SLA. Therefore, a multiselect field has been added to the Add Service Level Agreement screen.

Add Service Level Agreement Screen

Add Service Level Agreement Screen

New Field

Escalation Bundles

Here you can choose from a list of all available bundles which should be assigned to this SLA. Assigning a bundle to a SLA will cause the escalation types, which are assigned to this bundle, to be considered for a ticket which has this SLA set.


The calendar setting and the times in the SLA has no effect for the advanced escalations feature.

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