Escalation email is sent for tickets with a priority of High and a status change from New to Opened. If a ticket owner does not respond to a ticket within 30 minutes, you can change the escalation settings to make the ticket eligible for escalation.
You can change the email recipients used for Service Desk ticket escalation as needed.
If you are using the default settings, change the ticket status from New to Opened. If you have changed the default settings, make sure that at least one status has a state of Opened, and assign the ticket that status. See Configuring ticket settings.
(Optional) Assign tickets the Opened state by default or create a policy requiring that ticket owners change the tickets status as soon as they take ownership.
1. |
a. |
Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information. |
b. |
c. |
On the Service Desk Configuration page, under the Email Configuration section, click the Setup email on events link. |
2. |
In the Email on Events section, select the appropriate check boxes to add owners, submitters, approvers, Ticket CC members, and Category CC members as escalation email recipients. |
3. |
You can change the time limits used for ticket escalation as needed.
1. |
a. |
Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information. |
b. |
c. |
2. |
In the Service Level Agreement tab, change the time in the Response Time and Resolution Time fields to change the priority. |
3. |
1. |
a. |
Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information. |
b. |
c. |
On the Service Desk Configuration panel, in the Email Configuration section, click the Setup email on events link. |
2. |
In the Email on Events tab, click Customize Emails to display the Service Desk Email Notifications page Or Go to Configuration > Email Configuration section > Configure queue email settings > Email on Event tab |
3. |
4. |
For more information on the Ticket Escalation message, see Configuring email triggers and email templates.
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