For devices that are assigned to Service Desk tickets, you can run Device Actions from the Ticket Detail page.
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Device Actions have been added. See the Device Actions section of Configure appliance General Settings without the Organization component. |
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You are accessing the Administrator Console using an approved browser. See https://support.quest.com/kb/148787. |
1. |
a. |
Log in to the K1000 Administrator Console, http://K1000_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. |
2. |
An escalation email is sent at the end of the escalation time limit for tickets with:
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A Status of Opened. |
The following example shows the default ticket statuses, priorities, and escalation settings. These settings direct the Service Desk to send an escalation email for tickets with a Status and State of Opened and a Priority of High, after 30 minutes of inactivity.
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.
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