Service Desk ticket states identify the current state of the ticket. States include Opened, Stalled, and Closed.
Tickets can be escalated only if they are in the Opened state. This requirement is not configurable.
NOTE: Using the default settings, tickets must have a priority of High and a status of Opened to be escalated. |
As soon as a Service Desk ticket is assigned the state of Opened, a timer begins counting toward the escalation time limit.
You can choose to send escalation email to:
The Email on Events section of the Queue Detail page, and the Category CC list on each ticket, determine who receives escalation email messages.
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.
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