osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now
Priority escalation on overdue tickets
I am using osTicket v1.10.1. I have enabled priority escalation option while creating SLA plan in slaplan.inc.php file. Please suggest how to use this feature. I want to define escalation levels eg: If a ticket is not resolved within an SLA(say 1 hour), it is escalated (email notification) at 1st level, If a ticket is not resolved within next escalated SLA (say 5 hours), it is escalated (email notification) at 2nd level.
Also, suggest how to define escalation SLAs for different levels.