sorry for asking foolish question, and I want to know about escalation on Help Desk ticket.

my confusion is going to be config on "Help Desk Escalation" function on Configuration Manager,
and I saw there are all eight records in there so as I can set the time I want to escalation to the support staff manager,

Does that work correctly if I don't have SLA-Fixed license here for these eight records?
I tried this function these days and that wasn't work.
Does any body told me how should I use this function correctly?
Is there any license I need prepare?
or which field relate on this function, thanks!


Myden Chuang
Symbio Systems, Inc.
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3F 275 Sec 3 Nanking E. Rd.
Taipei Taiwan
Tel: 886-2-27173983 ext 617
Fax: 886-2-27174283