Escalation/notification based on Req. being assigned
HI,
We would like to have the notification sent to a specific rep when the Request is created (that is easy and already setup). However, we would like to have a second technician being notified after X minutes if the request has not being assigned.
Our SLA does not require the problem to be solved within a certain time. It requires the request to be acknowledge as received within x minutes.
Thanks,
Volnei
We would like to have the notification sent to a specific rep when the Request is created (that is easy and already setup). However, we would like to have a second technician being notified after X minutes if the request has not being assigned.
Our SLA does not require the problem to be solved within a certain time. It requires the request to be acknowledge as received within x minutes.
Thanks,
Volnei