Notification Rules: What Actions (or lack thereof) Meet the Response Due By and Due Date Triggers?
I see that there are 2 fields : $DueResponseTime and $DueByDate.
- Please confirm my understanding the $DueByDate is the date established by the priority level and associated SLA that we expect resolution or service to be complete and the ticket closed
- However, what is the DueResponseTime? What constitues a response so that this notification rule is not triggered?
- Finally - the "Request Unpicked By A Group" - pleaese confirm this means when ticket assignment to a technician in that group is not made by a certain period of time, the Support Group setting to "Send notification to technician(s) when a request in this group is left unpicked." will send a notification based on the time set.
I apologize but the SDP Manual is not very informative on these settings and triggers. The manual is also not updated for the Release 9 of the application.
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