This tracks with my observations too. You get assignment notification, but no escalation to manager workflow notification. SLA will fire if an ticket is aging, if you have SLA's.
Thaks, John Rosquist Windward ----- Original Message ---- From: strauss <[EMAIL PROTECTED]> To: [email protected] Sent: Friday, June 8, 2007 11:37:14 AM Subject: Re: Service Desk 7 - Escalations ** You are spot on - they dropped the escalations along with the asset tracking and change tasking features in Help Desk 2 or 3 through 6. By itself, Service Desk (Incident and Problem Management) in no way "replaces" the old Help Desk application; far too many functions were completely dropped and exist exclusively in other 7.x applications now. Some of us are trying to come up with the $$$ for the other apps, but a lot of folks appear to be opting to stick with Help Desk 6.0 on an ARS 7 platform because it is a more complete application OOTB. Christopher Strauss, Ph.D. Remedy Database Administrator University of North Texas Computing Center http://remedy.unt.edu/helpdesk/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Doornbos, Mark Sent: Friday, June 08, 2007 10:18 AM To: [email protected] Subject: Service Desk 7 - Escalations ** Hi again, We've installed Service Desk 7.0 and we are also using the midtier. What I find mind boggling is that escalations are not built into the Incident/Problem management application. It appears that one would have to purchase the SLM application to make escalations functional on the Incident/Problem application. Does this mean we have to create customized escalations to use escalations with the OOTB Service Desk 7 application? Am I missing something here? mjd __20060125_______________________This posting was submitted with HTML in it___ __20060125_______________________This posting was submitted with HTML in it___ ____________________________________________________________________________________ 8:00? 8:25? 8:40? Find a flick in no time with the Yahoo! Search movie showtime shortcut. http://tools.search.yahoo.com/shortcuts/#news _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
