Response vs Resolution Escalation
Has anyone been able to set up an escalation process based on "response" to a request ,
ie based on how long a request is unassigned to a tech ,
and also an escalation process for the resolution of the request .
Currently we are using the priorities , but these are linked to the resolution of the problem ,
Not to a response to the problem .
our high priority is set to 1 hour ..
if a user places a request with high priority , then the request goes overdue after 1 hour , regardless of whether the technician has started working on it or not .. (it might take more than an hour to fix , but the tech responded to the user within the hour, and the technician may place a lower "fix time" priority than the user thinks)
ie based on how long a request is unassigned to a tech ,
and also an escalation process for the resolution of the request .
Currently we are using the priorities , but these are linked to the resolution of the problem ,
Not to a response to the problem .
our high priority is set to 1 hour ..
if a user places a request with high priority , then the request goes overdue after 1 hour , regardless of whether the technician has started working on it or not .. (it might take more than an hour to fix , but the tech responded to the user within the hour, and the technician may place a lower "fix time" priority than the user thinks)