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We would like the ability to assign an incident to be separate from the permission to manage it. i.e., a T1 can reassign one of their tickets to a T2, but they can't see or edit the T2's tickets.
A basic functionality I've seen across other similar tools is the ability for requesters to escalate their incident. This could be implemented as a simple added "Escalate" button which could either * Automatically assign the ticket to (Tier 2/3) group * Send an email notification to a group.
Currently, you can only escalate a ticket to a higher level by manually opening the ticket and clicking the "Escalate Ticket" button next to 'Tech Group' and then save it. There are situations where it would be great to be able to change Escalation Level through a Bulk Action or Action Rule if certain criteria are met.
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