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Plugin List
SLA Plugin
A simple escalation module, which allows you to set and maintain SLA standards in your organizationEscalation rules are configurable allowing you to set them as per your organizations requirement. All escalated tickets are flagged with a red priority symbol and can be viewed under the escalated tickets filter. SLA Plugin is priced at $69.95 and requires Helpdesk Pilot 3.0.0 base installation.
Viewing Escalated Tickets
There are two ways to view escalated tickets, in the tickets view page, as follows.1. In the tickets view page, there is a visual clue that the particular ticket has been escalated. You'll see an exclamation mark (!) in RED, next to the "last updated" time.
2. You can also choose "Escalated" link in the Tickets tab, to view ONLY the escalated tickets. The escalated link will appear ONLY if you have installed the SLA plugin.
3. If you wish to only view the escalated tickets in your Helpdesk Pilot interface, you can do so by setting the mail sending option to None under each priority configuration in the SLA Manage page.