Hi Mark,



We use Escalation Rules for this functionality (under Settings > Service Desk > Escalation Rules). There, you can create a rule that triggers when a certain amount has passed after X under specific conditions (such as status). You can set actions that are executed whenever the rule is triggered, such as sending a notification, or changing a status, etc.



You can learn more about Escalation Rules under SysAid Help > Escalation Rules.



Let me know if this helps.



Cheers,

Danny

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Hi Mark,



We implemented this when we set up our SysAid, we had to create additional statuses and then created a set of escalation rules to send a reminder to the user and change the status.



We created a status of Awaiting User Reply which we use when we reply to a ticket requesting more info/user testing, we then set up a rule which sent a reminder to the user if the status was Awaiting User Reply, after 24 hours (8.5 hours in SysAid) the rule also changed the ticket status to Follow Up - Awaiting user response.



We then set up an another rule similar to above which ran after 3 days (17 SysAid hours) after the status was changed to Follow Up - Awaiting user response, a further email is sent to the user and the status is changed to Further Follow Up - Awaiting User Response.



We created a final rule which sent the user an email after 5 days (34 SysAid hours) and closed the ticket with a status of Closed - User Not Responded.



The rules work on the Last Modified time, so it an admin goes in to a ticket and makes a change, the timer restarts.



Hopefully that makes sense.



Will

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yeah we used Escalation rules. We have the initial waiting for user, then an ER rule that will remind the user to respond after so many days. Then it changes status. After more time, it eventually comes back to reviewed, and if the end user hasn't responded by that time, we're allowed to close a ticket..

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Thanks guys for the replies - it has helped a lot.



One thing I noticed; if we make an ER where the user gets a notification, and also set the case to status closed - the user gets our custom notification, but also a message about the case having been modified (and not our regular Closed message). Any tips as to avoiding this - so the user only gets one message?

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Hi Mark,



In this case, you can either disable the notification to end-users for status change to Closed under Settings > Service Desk > General, or use a different status (such as Verified Closed) for these cases (also creating an escalation rule to change status of Closed tickets to Verified Closed after a set amount of time, for example).



Cheers,

Danny

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I have this setup using escalation rules as well, but when a customer replies to the email sent by the rule, it creates a new service request.



Any way to change this behavior?

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You need to add the ticket number in the subject field of the notification so it does not create a new ticket. ${ID}

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I do have that variable in the Subject.

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The Escalation works great, except when the user responds and if the tech misses the response, the Escalation still is in place.



Is there a way to de-Escalate and set the issue back to Open when a user responds?

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