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Former Member
Oct 24, 2006 at 05:21 PM

Notification if a message is about to escalate

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Hello all.

Do you know if there is any possibility, that a support-employee can get an E-Mail when a message in the Service Desk is about to escalate? That means, if the time, which has been agreed in a Service Level Agreement, is about to expire?

I know it from another Help Desk that it is possible, that the supporter get an E-Mail if there is only short time until the message escalates und an E-Mail if the message is escalated.

Thanks for your help!

Best regards, Daniela.