<< Click to Display Table of Contents >> Navigation:  Standard Features > Ticketing > Ticketing Shortcut: "Escalated Tickets"

This shortcut switches to a tab that displays a ticket list with tickets whose state is not "Closed" and whose SLA time target has been exceeded. This shortcut is only displayed to users with the Ticket Manager role, so that they have a quick overview of which tickets have exceeded the SLA time target, regardless of the responsibility of a ticket.

 

The default view used is "All tickets escalated" and the tickets in the list are sorted by the next SLA time goal (most urgent tickets first). The "Recovery" time goal is decisive for the sorting.