I have setup SLAs to notify managers when tickets have been not been WORK IN PROGRESS status for each group. These SLAs depend on each groups written timeframes and required by each customer.
There is an ESCALATED field that is set YES or NO in Helpdesk. If you don't have SLAs you could use that field, however, I think the licensed agents can change this field as well. I am not sure where it is in the Helpdesk form off the top of my head though. Good luck. Nick Havin' Fun in Sacramento. -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Brad Terhune Sent: Friday, April 20, 2007 1:42 PM To: [email protected] Subject: Helpdesk Management Escalation I wanted to start including the work logs in the "Case ID [number here] has been escalated" messages I have been receiving. I believe I found the proper filter at RSM:ESC-SendHPDNotif. However, it looks like it pulls out of RSM:Escalation and the Work Log field is not included. I was wondering if anyone had any recommendations as to how to a good way to do this without messing things up too much. I was thinking I could modify the present Notify action or add another notify action that references HPD:Helpdesk? Has anyone implemented anything like this? Thanks, Brad Terhune [EMAIL PROTECTED] ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are" _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
