Escalate to another priority - How?
Is this functionality possible? (My version: 7.0.0 Build 7020)
When a priority 3 requests is 30 days old, it should escalate to a priority 2.
When a priority 2 requests is 15 days old, it should escalate to a priority 1.
I have build SLA's that reads the priority and sets the resolution time accordingly. But when it comes to escalation, all I can see possible is the function of sending an email to a tech or the ticketowner. That is not what we are trying to achieve, rather we would like it to change the priority.
Please advice
Kasper
When a priority 3 requests is 30 days old, it should escalate to a priority 2.
When a priority 2 requests is 15 days old, it should escalate to a priority 1.
I have build SLA's that reads the priority and sets the resolution time accordingly. But when it comes to escalation, all I can see possible is the function of sending an email to a tech or the ticketowner. That is not what we are trying to achieve, rather we would like it to change the priority.
Please advice
Kasper