Service Desk Email Customization
Having trouble identifying the best way to approach this. But the problem is with Ticket Escalation, the was the company handles incidents is by every set amount of time a ticket is escalated to the next level. Is there a way, after the first esclation to increase the time it replys back to 4x the normal escalation time. For i.e
While this $ticket_priority priority ticket remains open, these escalation emails will be sent every $ticket_escalation_minutes(x4) minutes.
For complete details, see:
Now i do belive that this could be done through SQL, or not. But any help in the matter would be appricated.