You would configure that in Service Level Management if you have it installed. There are no escalations of that sort built into the OOTB Incident Management or Service Desk.
Christopher Strauss, Ph.D. Call Tracking Administration Manager University of North Texas Computing & IT Center http://itsm.unt.edu/ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Bob Rowe Sent: Thursday, November 20, 2008 12:59 PM To: [email protected] Subject: Priority intervals ** ARS 7.1, ITSM 7003, All-windows environment. I have been asked (two days ago!) what the time intervals are for Incident (and other) priorities. That is, what is the interval between creating a Medium priority ticket and the notification it sends to tell someone it hasn't been touched in too long a time? The question is, where do I find this information? I've looked at everything the Application Admin has available, searched the list and run a search through the documentation on "Priority" and other things. What am I missing? Thanks in advance. -- Bob Rowe, Remedy Action Request System Development and Administration [EMAIL PROTECTED]<mailto:[EMAIL PROTECTED]> "The golden rule is to test everything in the light of reason and experience, no matter from where it comes." Mohandas K. Gandhi __Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are" html___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: www.rmsportal.com ARSlist: "Where the Answers Are"
