Re: Regarding automatic escalation

Hello,

You can use a generic agent to search for those tickets escalated on first
level and move them to second level. You can use the escalation event as a
trigger also.

Regards

2016-08-10 6:40 GMT-06:00 Paul Joseph <[email protected]>:

> Hello,
>
>        If suppose I have three levels 1,2,3 . If a client raises a ticket
> that is assigned to level1 and escalation time is 1 hour, If the say that
> the concerned person did not attend to the issue and the escalation time
> has exceeded then how can the ticket be automatically escalated to the next
> level?
>
>
>
> I know that we can do it manually but is there a provision to escalate the
> issue automatically to the next level and even then if it is not responded
> then escalated to the next level? How can we achieve this???
>
>
>
> Please help! Thanks in advance!!
>
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-- 

*Alvaro Cordero RetanaConsultor de Tecnologias*
*Tel: 22585757 ext 123*
*Email:* [email protected]

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