You can create response time service targets for this. Regards, Rohini Prasher
-----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Brad Terhune Sent: Wednesday, February 04, 2009 3:52 AM To: [email protected] Subject: Escalations in Remedy Helpdesk 5.6 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" DISCLAIMER: ----------------------------------------------------------------------------------------------------------------------- The contents of this e-mail and any attachment(s) are confidential and intended for the named recipient(s) only. It shall not attach any liability on the originator or HCL or its affiliates. Any views or opinions presented in this email are solely those of the author and may not necessarily reflect the opinions of HCL or its affiliates. Any form of reproduction, dissemination, copying, disclosure, modification, distribution and / or publication of this message without the prior written consent of the author of this e-mail is strictly prohibited. If you have received this email in error please delete it and notify the sender immediately. Before opening any mail and attachments please check them for viruses and defect. ----------------------------------------------------------------------------------------------------------------------- _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor: RMI Solutions ARSlist: "Where the Answers Are"
