All,
A couple of questions about escalations :
We want to escalate tickets if the have not be taken after an hour.
Escalating means, for us, changing the priority ( start at 5, count down to 0)
and also, notify the queue CCAdmin. This would only happen during our work
hours - So, a ticket that comes in at say 3:30pm at Pri 5, would at 4:30 go to
Pri 4, and CCAdmin be notified. At 8:30 the next morning, it would go to Pri
3, at 9:30 to 2, etc. At Pri 0, it would just notify once an hour, until
taken.
I don't see a built in to do this - the escalations seem to be
designed on longer time frame - daily. Any one have any ideas / suggestions?
Thanks
Scott
------------------------------------------------------------------------------------
This e-mail message is intended only for the personal use of the recipient(s)
named above. If you are not an intended recipient, you may not review, copy or
distribute this message. If you have received this communication in error,
please notify the Hearst Service Center ([email protected]) immediately by
email and delete the original message.
------------------------------------------------------------------------------------
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
Community help: http://wiki.bestpractical.com
Commercial support: [email protected]
Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com
