About escalation rules

[vineethshyam]

Hi All,

I want to write an escalation rule like whenever ticket is approaching nearer to its end time, I need to send reminders (like e-mail) before one hour to its end date or any thing like this,to a group of people. I want to send reminders with respect to ticket end time .

Is it possible? if yes, can you please explain me how to do this?

I have following doubts.
1. Can I put End date for a ticket?
2. Can I assign a ticket to a group of people, so that any email about that ticket will go to that group of people?

Can any body please help me about these issues?

Thank you,
Vineeth.

[supportskins]

Hi Vineeth,
What you are looking for is currently not possible. The software will only dispatch a notification email when the escalation rule is executed (provided you have configured the Ticket Alert system to notify your staff).

1. Can I put End date for a ticket?

No

2. Can I assign a ticket to a group of people, so that any email about that ticket will go to that group of people?

Basically you assign Staff Users to a department and when the ticket is created/escalated all Staff Users assigned to that department are notified (provided TicketAlert is set correctly).

HTH

[vineethshyam]

Hi ,
Thanks for your quick reply.


What you are looking for is currently not possible. The software will only dispatch a notification email when the escalation rule is executed (provided you have configured the Ticket Alert system to notify your staff).

Based on my understanding , what you told is ticket alerts will go when an escalation rule got executed. But what I am asking whether is it possible to write an escalation rule like 'Dispatch reminders before one hour to its end date or at any point of time with respect to tickets end time?'

please don't mind if I understood your post wrongly.

Thank you,
Vineeth.

[supportskins]

Vineeth,
No that is not possible. Forgive me if I was not clear in my reply. What I meant is, at the moment the only way you can notify your Staff Users is using Ticket Alerts.

The software source code would need to be edited to add the feature you are looking for.

HTH