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Ticket Settings

After installation of the package two new modules will be available in the Ticket Settings group of the administrator interface and a new field is added to the Service Level Agreements module.

Note

The configuration of the standard escalations in OTRS are not related to advanced escalations. You should decide if you want to use the standard escalation types of OTRS or individual escalation types of advanced escalations. If you configure both then you will have parallel escalations.

Contents

• Escalation Type Bundles
  • Manage Escalation Type Bundles
  • Escalation Type Bundle Settings
• Escalation Types
  • Manage Escalation Types
  • Escalation Type Settings
  • Condition types
    • General
    • Ticket Attributes
• Service Level Agreements
  • New Field