Versions prior to 7 created a static letter bomb at the time of ticket creation - it went off at a set time if the ticket was still open, but went to the original assigned group because it was never updated. As I recall, the letter bombs were timed according to the original priority at the time of creation at 4 hours, 8 hours, 2 days, and 4 days.
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 1:57 PM To: [email protected] Subject: Re: Priority intervals ** Okay. Got it. So, if a user didn't have SLM installed, he or she would have to write his or her own workflow. Okay, I've done that. I was mostly wondering where I had read about it some time ago. Thanks. On Thu, Nov 20, 2008 at 11:08 AM, strauss <[EMAIL PROTECTED]<mailto:[EMAIL PROTECTED]>> wrote: ** 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]<mailto:[email protected]>] On Behalf Of Bob Rowe Sent: Thursday, November 20, 2008 12:59 PM To: [email protected]<mailto:[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<http://www.rmsportal.com/> ARSlist: "Where the Answers Are" html___ __Platinum Sponsor: www.rmsportal.com<http://www.rmsportal.com/> ARSlist: "Where the Answers Are" html___ -- 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"
