LOL - Oh Heather - don't tell me you're still on Remedy? Have you check out the RSM:ESC sets of workflow? Not sure if they would help, but I would check those out. Miss ya! :) Candace
-----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Heather Megyesi Sent: Friday, September 29, 2006 1:26 PM To: [email protected] Subject: Out Of the Box Helpdesk Escalations 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 ----------------------------------------- ***************************** This message contains information from Silicon Valley Bank, or from one of its affiliates, that may be confidential and privileged. If you are not an intended recipient, please refrain from any disclosure, copying, distribution or use of this information and note that such actions are prohibited. If you have received this transmission in error, please notify the sender immediately by telephone or by replying to this transmission. This message may include indicative rate information relating to one or more products offered through Silicon Valley Bank, or affiliated broker-dealer, SVB Securities. Rates and yields shown are provided for informational purposes only, are not guaranteed, and are subject to market conditions and availability. Nothing in this communication shall constitute a solicitation or recommendation to buy or sell a particular security. Columbia Cash Reserves, Columbia Treasury Reserves, Columbia Institutional Cash Reserves, SVB Securities Liquid Reserves, SVB Securities Institutional Liquid Reserves and SVB Securities Horizon Shares are offered through SVB Securities, a registered broker- dealer and non-bank affiliate of Silicon Valley Bank. Investments in these products require the involvement of a licensed representative of SVB Securities. Investment products offered through SVB Securities are not insured by the FDIC or any other Federal Government Agency, are not deposits of or guaranteed by Silicon Valley Bank or its affiliates, and may lose value. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
