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.
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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. |
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c. |
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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. |
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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. |
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c. |
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In the Ticket Defaults section, click Customize These Values to display the Queue Customization page. |
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In the Priority Values section, click the Edit button in a row to change the escalation time limit: . |
4. |
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 Email on Events section, click Customize Emails to display the Service Desk Email Notifications page. |
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For more information on the Ticket Escalation message, see Configuring email triggers and email templates.
For example, consider the tasks required to prepare systems and equipment for new-hires:
To set up a Service Desk process template see, Add, edit, and enable process templates.
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