When a new ticket comes in...is there an option or plugin to :
1. Alert (email and/or SMS) new ticket creted
2. Workflow -- when ticket untouched for x amount of time...escalate and/or alert
3. When status or issue types changes...to follow another workflow based on which status/issue type change occured
Hi Mswansegar.
1. Alert (email and/or SMS) new ticket creted
This can be achieved by creating a notifications schemes. For more info, you can refer to this documentation :-Create a Notification Schemes
2. Workflow -- when ticket untouched for x amount of time...escalate and/or alert
This can be done by writing a Jelly Script which invokes the filter. There is a short video on Simple SLA with Filters. For more information, you can refer to this documentation:- Escalation and SLA
3. When status or issue types changes...to follow another workflow based on which status/issue type change occured
Can you briefly explain about this matter?
THanks.
Warmest Regards,
KM
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