KACE Product Support Question
Ticket rule for escalation
I'm hoping someone can help me with a ticket rule that will send an email to a manager if a ticket isn't closed after double the escalation time.
For example, critical tickets have an escaltion time of 1 hour, if the ticket isn't opened and resolved within that hour an email will be sent to the first level of management ([email=first.level@company.com]first.level@company.com[/email]) whose address is in the "CC list" in the category . If the ticket still isn't opened and resolved after the 2nd hour it sends an alert to the 2nd level of management ([email=second.level@company.com]second.level@company.com[/email])
The category "CC" list is already populated with the email address of the first level. How do I write a rule to then send to the 2nd level.
Any help would be appreciated.
Thanks
Richard Lueders
For example, critical tickets have an escaltion time of 1 hour, if the ticket isn't opened and resolved within that hour an email will be sent to the first level of management ([email=first.level@company.com]first.level@company.com[/email]) whose address is in the "CC list" in the category . If the ticket still isn't opened and resolved after the 2nd hour it sends an alert to the 2nd level of management ([email=second.level@company.com]second.level@company.com[/email])
The category "CC" list is already populated with the email address of the first level. How do I write a rule to then send to the 2nd level.
Any help would be appreciated.
Thanks
Richard Lueders
0 Comments
[ + ] Show comments
Be the first to answer this question
Rating comments in this legacy AppDeploy message board thread won't reorder them,so that the conversation will remain readable.
Comments