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Action Rule to Escalate Ticket

solaradmin

Ability to escalate assigned tech group from email/action rule.

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Comments

henazo

Could you elaborate? An action rule can certainly change the tech group and many other things in a ticket. Are you saying you want to use an email to trigger an action rule?

solaradmin

Yes I would like to be able to escalate to a specific "tech group level".

henazo

Describe the criteria you need the action rule to evaluate in order to trigger. I have an idea how what needs to be done but would like to test in my stage environment before I post it.

Thanks

solaradmin

Email. Was hoping to put in an email "Escalate:5" to escalate to level 5 or "Escalate:4" to escalate to L4. you get the point

henazo

That sounds totally reasonable! Have you tested with either of those? For example: create a test ticket with a test user as client and you as the tech, when you get the email click on "add note" and try amending the subject line of the resulting email that gets created. Let me know the results and if it works - great and if not there are other options we can look at.