Alerts

[bwong@patton.com]

Would there be a way for escalated alerts to send email/sms alerts to certain users or staff groups? ie: if there is ticket that has had no activity for xx hours, alert a management/admin group of this to escalate the tickets accordingly???

[supportskins]

Partially this might be possible. You need to set the SLA to escalate a ticket if it has not been attended to xx hours and when you escalate the ticket you also might want to assign it to a "responsible" staff user. You also need to set Ticket Alerts rules where the software needs to send alert emails/sms when a ticket is assigned to a staff user. Hence in this case, when the ticket escalates and is assigned to the user, the software will send out a notification email/sms. Hope this makes sense

[bwong@patton.com]

We sorta do this now, but we also want to send to a group. I might have a work around for it, but we would like to keep the owner of the case the same instead of changing the owner.

Most of our staff filter cases by their assigned cases, just to make work a little less tedious.

[supportskins]

That is true, as I said this is partially possible or I should have used the phrase "work around"

I believe this has already been submitted as a FR.