On Call suggestion needed
Right now we have a business rule that assigns most tickets to our Tier 1 Help Desk. They in turn respond or escalate tickets to Tier 2 if needed. On weekends we have someone from Tier 2 "on call" where users can call a special number that gets routed to the On Call tech's cell phone. The problem we have is that if a end user puts in a ticket instead of calling the special number, that ticket gets assigned to Tier 1 and the notification email gets sent to Tier 1 so the Tier 2 tech on call never sees it.
Does anyone have any suggestions on how we may be able to combat this issue. We of course could have the on call person add themselves to the Tier 1 group every Friday and remove themselves on Monday, but we are afraid that they might forget.
Thanks
Craig