The school district I work for deployed web help desk about 2 years ago. They did not configure ticket priorities before and now they are looking into making this happen. The question I have is when I configure ticket priorities now will this effect all tickets inside of my database or only the tickets that are created from that point on? In example, if I had a ticket that has been opened and unacknowledged for the last month and now I set ticket priorities to send me an email when a ticket has not been updated or acknowledged for 2 weeks will I now start receiving emails on this ticket? Or will it only effect the tickets that are created starting after I set ticket priorities? Any information would be greatly appreciate!
if you change the basic settings i.e. Level High 4 hours to 5 hours all existing tickts will have the 5 hours time.
That's logical because every ticket reads the basic settings and if a tech decides to change the response time
or the alarm settings, this must effect all existing tickets.