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.
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.
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