I am trying to edit the out of the box helpdesk escalations to trigger if a call is not resolved rather than if a call is in work in progress.
I have edited the following filters that looked at work in progress so that they now look at resolved. *HPD:HPD-CreateEscalation *HPD:HPD-DelEscalation01 *HPD:HPD-DelEscalation02a *HPD:HPD-ChangePriorityOnEscalation So, now if a call is in work in progress it does escalate. The PROBLEM I am having, no matter what I do, I can't get a ticket that is in a Pending status to escalate. I can't find where it is skipping those calls in a pending status. Anyone know? Thanks Heather _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
