Escalation levels

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1 year 8 months ago #152180 by Dirk H.
Escalation levels was created by Dirk H.
Hello
Is it possible to integrate escalation levels in Helpdesk Pro? 

Kind regards
Dirk

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1 year 8 months ago #152190 by Tuan Pham Ngoc
Replied by Tuan Pham Ngoc on topic Escalation levels
Hello Dirk

Could you please explain more details about how it should work?

Tuan

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1 year 8 months ago #152192 by Dirk H.
Replied by Dirk H. on topic Escalation levels
Hello Tuan

If a ticket has not been marked as completed for a certain period of time, the staff / managers are informed about this. The time period should be able to be set in the configuration. The notification can be done by mail and/or by clearly marking the ticket as overdue. This prevents a ticket from remaining unattended for too long. I hope I was able to make it understandable. Is it interesting to implement or not?

Dirk

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1 year 8 months ago #152197 by Tuan Pham Ngoc
Replied by Tuan Pham Ngoc on topic Escalation levels
Hello Dirk

The extension has a plugin called System - Helpdeskpro Auto Close Ticket. It has a parameter called Number Days to allow you to enter a value here. For example, if you enter 10 and there are no activities (no comments added to the ticket) in last 10 days, the ticket will be closed automatically. There is no notification email, however, but I think it could work for your need

Regards,

Tuan

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1 year 7 months ago #152500 by Dirk H.
Replied by Dirk H. on topic Escalation levels
Hello Tuan,

Thank you for your reply. I couldn't answer earlier because I was out of the office. Unfortunately, your suggestion to use the "Auto Close" function is not a solution for us. For us, a submitted ticket must always be answered. Therefore, we have to make sure that we answer tickets within 48 hours.
It is important to know that you do not plan to use "escalation levels" in "Helpdesk Pro".
Thank you very much and best regards
Dirk

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1 year 7 months ago #152509 by Tuan Pham Ngoc
Replied by Tuan Pham Ngoc on topic Escalation levels
Hi Dirk

This is the first time I heard about this request, so honestly, I don't have plan for this feature for now.

If it is really needed, maybe an override for Ticket management pages could be displayed to show an Over Due badge for the over due ticket. That should be much easier (it will cost you small fee however)

Tuan

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1 year 7 months ago #152518 by Dirk H.
Replied by Dirk H. on topic Escalation levels
Hello Tuan,

thank you for your offer but we will leave it as it is for now.

With kind regards
Dirk

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1 year 7 months ago #152528 by Tuan Pham Ngoc
Replied by Tuan Pham Ngoc on topic Escalation levels
OK Dirk. When I have some free time, I might try to do the modification and send you the layout override. Will let you know if I can do that

Tuan
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