Manual escalation

[elitt]

As the issues we are dealing with are sometimes long-termish, we do not care about times (first response time, update time, solution time...) and we do not use SLA.
But... we would like to use the dashboard panel for escalated tickets and notify some customers relationship managers about escalated tickets.

Is there a way to escalate manually ? By changing the state, priority or other ticket's properties ? I would like to send a notification on manual escalation, is it possible ?

[skullz]

I guess your side determine escalate as 'ticket new/open more than X days' ?

System Configuration > DashboardBackend###0110-TicketEscalation

at the Attributes

Code: Select all

StateType=open;StateType=new;TicketCreateTimeOlderMinutes=144000;

save and deploy the config.
This will use existing ticket escalation dashboard to list ticket new/open (older than 144000 minutes or 100 days)..depend on what you want.

[elitt]

Thanks for the answer, but it is not as easy.

We would like to escalate a ticket when we have already sent n emails to customer and haven't yet receive a correct answer (that means we could have received an email from the customer side but the answer is not correct).
We would also like to escalate a ticket when the issue is really widespread and can block or affect many customers.

How can we do that ?