ARS 6.3
Help Desk 5.6
SQL 2000
Windows 2003 Server
I was hoping someone might have an idea what escalation updates the Escalated? field in Help Desk. I have been trying to backtrack the workflow, but cannot seem to trace the escalation. I have the issue currently where this field should change to "Yes" when a certain time criteria is met. The field will eventually change, but is not changing when the ticket is esclated which leads me to believe that the escalation is not firing often enough. Any help would be appreciated.
Thanks,
Shane Buchholz
Call Center Supervisor
Samaritan Health Services
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