Znuny-TypePriorityBasedEscalation
Freeby Znuny GmbHcompany
Enables ticket escalations based on type and priority instead of just queue or SLA.
This package extends Znuny with type and priority-based escalations. It allows you to define escalation attributes (First Response Time, Update Time, Solution Time) for ticket types and priorities via the admin interface. This offers much more granular control than standard queue or SLA-based settings. The lookup order for escalation data is configurable via SysConfig, allowing administrators to decide if, for example, a ticket type's escalation should take precedence over an SLA or a queue setting.
Features
Type-based Escalations
Allows defining escalation times (Response, Update, Solution) directly for ticket types.
Priority-based Escalations
Allows defining escalation times based on ticket priority.
Configurable Lookup Order
The order in which the system looks for escalation data (SLA, Type, Priority, Queue) is fully configurable.