Ticket escalations, notificate to different agents by escalation times

[jbaptiste]

Hi,

When using queue escalation times, it is possible to notificate to different agents depending on the escalation time ? for example, if first response escalation time of one hour has been reached notify all agents of the group associated to that queue and to agent A, but if 2 more hours have passed with no answer to the ticket then notify agent B (which would be like a manager).

I think it can be done with the generic agent but I would like to know if there is another way/share ideas, etc.

Thanks.

[alexus]

Hi,

1. Create 2 dynamic fields, i.e. - AgentEscTrigger and MgrEscTrigger
2. Create 2 Generic agent job to check escalation and to set the triggers
3. Create 2 notification on event TicketDynamicFieldUpdate_(TriggerName)

That's it))

[jbaptiste]

Hi alexus,

Hi,

1. Create 2 dynamic fields, i.e. - AgentEscTrigger and MgrEscTrigger
2. Create 2 Generic agent job to check escalation and to set the triggers
3. Create 2 notification on event TicketDynamicFieldUpdate_(TriggerName)

That's it))

Thanks for your answer, could you expand on the second point ? should the agent select tickets by for example escalation time, "ticket escalation time reached with the next xxx minutes" and then on update/add ticket attributes set the name of the dynamic field ?

[alexus]

should the agent select tickets by for example escalation time, "ticket escalation time reached with the next xxx minutes" and then on update/add ticket attributes set the name of the dynamic field ?

Yes, exactly!