SDM 14.1.03. I'm looking for some documentation on HEAT. Specifically, what is the purpose and function of the Group field on the heat configuration file? Online Help has not been updated and the Wiki explaination is meaningless:
"Select the group to calculate heat for the tickets belonging to that group"
Also, what is the purpose of the Threshold Minimum and Maximum settings?
Some examples of how this is applied would be very helpful.