1 Reply Latest reply on Jun 1, 2018 4:16 AM by comtcjm

    Escalation

    kerby

      Is it possible for open calls assigned to techs to be globally configured for auto escalation to the line manager after a certain period has passed without updating the call or say 7 days with an open call??

        • Re: Escalation
          comtcjm

          I would have an action rule

           

          Check current level 1 and that it's assigned to any of your techs from the is any of list, and updated prior to 5 business days

           

          Then assign it to your Manager / Lead tech

           

           

          Adjust the action rule for your requirements, you will have to add only certain Request Types and Status Types e.g. only open tickets etc.

           

          regards

          Chris