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osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

Very important feature for managers and team leaders

When new ticket is created not by support staff using web interface, it is important to be able to get a notification if ticket is not claimed by support staff.  Minimum 1hr in SLA settings is way too long.  Usually, depending on the ticket priority, that notification need to be in single digit minutes.


  • I'd say notification needs to be configurable by SLA.  I like this idea.
  • We are trying to create a 0-30 SLA for emergency situations. I agree with the 1 hour minimum being way too long. We have live metrics displayed on monitors throughout the company, and this emergency stat gets the most attention. I'm trying to find a variable for SLA and see if I can change the coding for it. If I figure it out, I'll post here.
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