0 Replies Latest reply on Apr 30, 2015 9:58 AM by tjackman

    Stop ticket auto escalation?

    tjackman

      We are trying to find a way to stop the tickets from auto escalating passed the appropriate Tech level. We use Auto Assign for Level 1 and Level 2 techs. And Level 3 is our Managers which don't handle day to day tickets. When we tried using the work schedules since we have no staff after 5pm the ticket was auto escalated by the system to level 3 and left unassigned. If we do not use work schedules we get tickets assigned to Technicians who have already left for the day which we can miss SLAs. Can we stop the auto escalation at level 2 so it leaves the ticket unassigned in the level 2 queue when there are no techs scheduled? Currently we have to de-escalate all tickets the next morning, which is affecting accurate reporting.