SLAs -> Escalations -> Choose owner for rules - Kayako

**Jamie Edwards** · **SLAs -> Escalations -> Choose owner for rules -** 26-09-2007, 12:23 PM

Posted on behalf of a client.

Quote:

There should be an ability to choose Owner of the ticket while setting escalation rules.

Quote:

There are several escalation levels: like first level – technical support manager, second –technical director, third – CEO. Escalation to second and third level should be done without changing status and priority fields, only owner field should be changed.

Matthew · 28-10-2007, 08:11 AM

Doesn't this ability already exist? You can assign a ticket to a staff member using escalation rules.

**Jamie Edwards** · 31-01-2008, 12:37 PM

This request has been implemented and will be available in Version 4.

Thread Tools	Search this Thread
Show Printable Version Email this Page	Search this Thread: Advanced Search
Display Modes	Rate This Thread
Linear Mode Switch to Hybrid Mode Switch to Threaded Mode	Rate This Thread:

Similar Threads
Thread	Thread Starter	Forum	Replies	Last Post
SLAs -> Escalations -> Ability to clear escalation paths (can get messy)	Jamie Edwards	Now Implemented (V4)	2	31-01-2008 12:36 PM
Fix SLAs, escalations!!!!!!!!!!!!!!!	leyton01	SupportSuite, eSupport and LiveResponse	1	17-11-2006 01:04 AM
Escalations and SLA:s	Hawkwing	SupportSuite, eSupport and LiveResponse	2	30-10-2006 11:11 AM

Matthew Offline Member Posts: 197 Join Date: Oct 2007 Location: Jakarta, Indonesia	28-10-2007, 08:11 AM Doesn't this ability already exist? You can assign a ticket to a staff member using escalation rules. Matthew Arciniega + Free: Ticket List & Search Mods \| Dept. Display Names + Free: (Almost) Perfect Outlook/HTML Tickets + Tutorials: SLA System Explained \| Using Template Groups Kayako v3.20.02 \| PHP: 5.2.6 \| MySQL: 5.0.58 \| CentOS 4