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Former Member
Feb 26, 2009 at 02:54 AM

Escalation based on Priority

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Hi Expert,

In my scenario, I'll implement the escalation management in my service desk.

I have done customize rules configuration to looking for the partner who involve the message like :

- Reported by

- Support team

- Message processor 1

- Message processor 2

And what i would like to ask is, when a certain time has elapsed, an email will be send based on the priority.

For example :

When Priority is high for the first time email will be trigger to Message processor 1,

but in 1 hour if the message was not done yet, the message automatically will be trigger to Message processor 2.

Have you any idea and What should i customize to reach this?

Best Regards,

Rhesa