Here you can configure and create different escalation levels, or even generate e-mail templates, which can be sent out later, if necessary later, once a determined level of escalation is reached. The escalation levels serves to classify the tickets according to priority, importance and urgency.
Escalations
The various configuration options are contained in the vertical tabs in the left margin. Completed configurations can be saved through the corresponding icon.
Caution: |
If a ticket has reached escalation level 3, for example, and if the related escalation is subsequently changed in such a way that escalation level 3 is disabled, the ticket will still retain escalation level 3, because the ticket was not downgraded. Likewise escalation levels remain in effect, if the corresponding escalation is disabled. Only if an escalation is deleted, the corresponding tickets lose their escalation level. |
Once a ticket has been escalated, this status cannot be reverted This is that a ticket with an escalation, which refers to the last modification date, cannot revert to the status quo after a change, and thus remain in the database without being processed.
Last change on 10.03.2014