SLA / Escalations Automatic notification to users, when their ticket is escalated.

[DanniZqo]

I wish to know if any one has a soultion to my feature on todays stable version 3.10.02

Feature: Wish to notify the user when his/her tickets has been automatic escalated from the different sla and escalation rules to a higher priority thru email or something like it (1:line, 2:line, 3:line)

Example: Dear User, Your ticket has been escalated to priority high.
Example: Dear User, Your ticket has been escalated to second line.

Any possible soultion or ide is good enough. :-)

Thank you.

/Best Regards
Dannizqo

[Jamie Edwards]

Hi Dannizqo,

Unfortunately this cannot be done out-of-the-box. It would require some custom modifications to the code to achieve this. It is a good suggestion though and I will note it.

[DanniZqo]

Originally Posted by Jamie Edwards

Hi Dannizqo,

Unfortunately this cannot be done out-of-the-box. It would require some custom modifications to the code to achieve this. It is a good suggestion though and I will note it.

This is good enough for me, maybe we will see it in the next realse!

Thank you very much for the quick response.

/Best Regards
Dannizqo

[jpuff]

I have a request similar to this. We want our users to be notified whenever their ticket is assigned. That would definitely be helpful.