General information

This chapter contains general information which we crucial to know about when dealing with tickets and service requests and all sorts of objects within the software.

• Working Hours and Calendars
  • Work Calendars
  • Configure a Work Calendar
• How Ticket Escalation Works
  • Basic Escalation Flow
  • Escalation Types
  • Escalation Stages
  • Escalation Calculation
  • Reporting on Escalations