Hi list. I have not looked at the escalations we fire in quite some time and I could use a bit of a refresher. Currently, when a ticket is assigned, an e-mail is sent to the assignee. It is sent one time. I would like to set up an escalation (or modify an existing one) so that those "e-mail reminders" are sent if a ticket remains in the assigned state 14 days and I'd like it to recur every 14 days until the Status changes.
I'd also like their manager to receive the escalation notice every 14 days recurrently. Right now, the manager gets one if the call is open 24 hours without a status change. Perhaps these aren't controlled by escalations at all but through filters? Any help would be much appreciated. Thanks, Brad _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
