Service Desk Email Customization
Having trouble identifying the best way to approach this. But the problem is with Ticket Escalation, the was the company handles incidents is by every set amount of time a ticket is escalated to the next level. Is there a way, after the first esclation to increase the time it replys back to 4x the normal escalation time. For i.e
Ticket Escalated.
While this $ticket_priority priority ticket remains open, these escalation emails will be sent every $ticket_escalation_minutes(x4) minutes.
For complete details, see:
$ticket_url
Now i do belive that this could be done through SQL, or not. But any help in the matter would be appricated.
Answers (1)
Yes, you could setup a custom ticket rule to do this. Use the Ticket Rule wizard to specify "Priority = High" and "Status = Open" in the first screen, then put dummy values for the next screen and create the rule. In the rule's Edit Detail page, uncheck the "Run an update query" option and use the "Send an email for each result row", then build out your emails.
The main caveat is that the lowest the Frequency can be set is every 15 minutes, so that may or may not kill this for you. If you can live with that, this should work.
If you need any examples on setting up the email section, check these posts out for examples:
http://www.itninja.com/blog/view/k1000-service-desk-equipment-request-queue-config-custom-ticket-rules
http://www.itninja.com/blog/view/k1000-service-desk-time-tracking-queue-config-custom-ticket-rules-sql-reports
Hope that helps!
John
