Hey everybody, I was wondering if any of you were aware of any way we could 'auto-escalate' support tickets. Right now we have three groups in particular we'd need this for:
Support: General - L1 Support: General - L2 Escalations Support: General - L3 Escalations Our support mail is pop'd from our mailserver to Support: General - L1, and worked on by our Tier 1 staff, and escalated accordingly. This is good, when it is done; sometimes tickets can be left for days at a time (Over holidays etc..) and we don't want them being looked at by Tier 1 anymore, but now Tier 2, as the customer might be waiting a while now and needs immediate support - Is there a way I could configure my queue-specific scrips to move tickets from "Support: General - L1" < 3 days old to "Support: General - L2 Escalations", and so on for "Support: General - L3 Escalations" ? Help is greatly appreciated. Kris Germann Fibernetics Corporation 605 Boxwood Drive Cambridge ON, N3E1A5
