escalation

Extends OTRS with a multilevel escalation management system and a GUI-based configuration interface.

Displays a visual SLA escalation progress bar and status remarks on the Ticket Zoom screen.

Pauses SLA escalation for specific ticket states in OTRS and Ligero.

Provides the ability to suspend ticket escalations based on specific ticket states, preventing SLA timers from running.

Enables ticket escalations based on type and priority instead of just queue or SLA.