K1000 Custom Ticket Rule - 2 hour Escalation
I am currently looking for a way to create a custom ticket rule for a "Critical" priority which will need to be escalated after 2 hours. Since the Due Dates do not include a time, I was going to try and create a custom ticket rule that runs every 15-minutes and will add a CC list once the difference between creation time and current time is greater than 2 hours. I've looked up the SQL syntax, but I can't seem to get anything working. Has anyone else gotten something like this to work? Thanks.
Answers (3)
Hi,
if i dont know any fields/rows i navigate to a ticket of the queue with firefox. Then i go to the field which i want to know and say "right klick" conside element.
custom_fileld_value3 is for example HD.TICKET.CUSTOM_FIELD_VALUE3 in the Database.
Hope it helps.
I realized that if you put the ticket as due the day that it is create it automatically will start sending escalations at the time period set in the queue settings. I created a Critical category, set the automatic due date to today(), and the escalation time to 2 hours. 2 hours after the ticket is created it starts sending messages. Issue resolved.