6 Replies Latest reply on Sep 7, 2010 8:08 AM by Jamie Cannon

    Questions about Response Levels/Escalations

    Jamie Cannon ITSMMVPGroup

      I have a couple of more questions:


      When setting up a Response Level, what purpose does "Turnaround Time" serve?


      When setting up an escalation to change a ticket colors, does "colour" have to be in the query?  What service has to be running before it'll process?