I want to create 2 notifications
One that will notify myself and another individual when our assessment queue has a ticket that has not been assigned or had any admin comments added.
The other notification is for the Client Support Services queue what a ticket has not had any updates in the past 24 hours. I want this notification to notify myself and another person.
Hi James!😄
The notifications you wish to establish can be configured using escalation rules.
You may create an escalation rule to notify both yourself and another designated individual when a ticket in your assessment queue remains unassigned or lacks any admin comments.
Additionally, you can set up another escalation rule to receive a notification if a ticket has not been updated in the past 24 hours.
To configure escalation rules, please navigate to Settings > Service Desk > Escalation Rules > Create New Rule.
For further guidance, I can provide the following documentation link: https://documentation.sysaid.com/docs/escalation-rules?highlight=escalation
If you require additional assistance, please do not hesitate to submit a support ticket or initiate a chat session with us, and we will be more than happy to assist you.
Thank you!
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.
