Ticket escalation and priority procedures
We are looking for a way to enhance our KBOX 1100 Service Desk ticket escalation process so that we don't only get spammed by the Kbox with annoyance mail when an item is over due or needs escalation, but we want to have items gradually increase in priority until the low priority documentation item that has sat there for a year is of a higher priority than the next thing that comes in.
Are people using rules to do more work distribution and prioritization activities like this?
Thanks.
2 Comments
[ + ] Show comments
Answers (0)
Please log in to answer
Be the first to answer this question
Ticket 1 has been opened and is Normal
Ticket 1 has been opened for x hours or days move to Medium Priority
Ticket 2 has been opened and is Normal
Ticket 3 has been opened and is Normal
Ticket 2 is what you would want to get done as it is now the higher priority.
Then you can determine how long a ticket will stay at Medium before it goes up the chain. - nshah 10 years ago
All of this was done with simple logical ticket rules and standard customisation. If you would like to see how we achieved this please let me know - Hobbsy 10 years ago