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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.

solaradmin

I did and no luck. There is no option to set the tech level from within the modify ticket action rule

putting action:escalate in the subject line just caused WHD to send a bounce back stating escalate is an unrecognized action.

henazo

What I was thinking about is using a tag in the email template or maybe a tech action in the subject line. I noticed 'reassign:' was in the subject when I use the add note link in emails that helpdesk generates. If I add the email address fro a tech, the ticket reassigns to that person. Escalate does not seem to be an out of the box tag or subject line action, I see no reason why it couldn't be added in and made to work like the defaults. Creating tags is described in the admin guide. The extreme would be altering the DB .js, .xml, or .conf directly.

So if we could pull that off, it makes sense to also infer that an action rule could trigger that behavior as well.

solaradmin

henazo‌ I see what you are talking about. This is exactly what I'd like to have the ability to use for the escalate feature.I do not think they can be simply added though.

henazo

I just refreshed my stage environment today, I'll spend some time tomorrow playing with the bb_config.xml to see if I can pull this off.