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[ask] how do you create e-mail warning for an impending ticket to be escalated automatically  XML
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[Post New]10/08/2008 08:38:28
    Subject: Re:[ask] how do you create e-mail warning for an impending ticket to be escalated automatically
[Up]
Harold.Ballinger
Elite SysAider


SysAider from release 3.1 United States Pathfinder
Joined: 16/06/2008
Messages: 134
Offline
Thanks so much, I changed the filter successfully and that worked beautifully.

I also was able to create some additional filters to separate my Open (waiting on IT) tickets from my Awaiting (waiting on user response, vendor, approval, delivery,etc) tickets. It looks like this is going to be huge for us now, because I should be able to set Timers that show how much time each ticket spent in the different categories. This way, when I have breaches, I can see exactly what caused the breach -- whether we dropped the ball (Ticket was "Open" for too long) or if it was outside of our control (Ticket was "Awaiting" status for too long).

I was really amazed once I saw that SysAid could be configured to do something like this.

Thanks again for such a great product!
[Post New]11/08/2008 17:35:46
    Subject: Re:[ask] how do you create e-mail warning for an impending ticket to be escalated automatically
[Up]
techguy
SysAid Mod


SysAider from release 4 United Kingdom Pathfinder Meet me in Vegas - SysAid technology Conference - 28-30/4/2010
Joined: 11/06/2008
Messages: 1506
Location: England
Offline
sarah wrote:Dear Tech guy,

In our new installation we do use a new filter based on classes.

But it does not apply to upgrades please use the attached screenshot to define the filter based on open classes if you want to.

PN- in our helpdesk configuration it will not work but thank you for the suggestion.

Please let me know if you need anything else.

Sarah




Sarah, many thanks for that it works well, how come your screenshot shows "order by" (spelt wrong in the screen shot) are you running a later version than me?
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