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Found 3 results

  1. We are looking to see if there is a way for a customer to request a call back or escalate an existing request as we are finding that we get numerous calls chasing existing requests and would like to implement something to monitor this and reduce the demand. Ideally when a customer requests a call back / escalate then the sub status would change to allow these to be prioritised for a urgent response. Any advice would be gratefully received. Thanks Jon
  2. Hi I've had a look at the escalation events in the SLA however I'm not sure how to configure what I need. I want to be able to configure either an email notification, or activity generation, when an incident logged under a particular service is upgraded to Critical (from any priority). I wouldn't need an email or activity if say an incident was upgraded to any other priority. Does anyone know how I may achieve this? Thanks Lauren
  3. Hi We've found that some of our requests are being resolved by analysts without a priority being set - despite there being a mandatory checkpoint to set a priority. We've located a setting to stop a request being resolved/closed without an owner, but no similar setting for the priority. Is there a setting to prevent the resolution of requests that do not have a priority set? We've thought about locked buttons, but unfortunately they don't fit our varying incident types. Thanks Lauren
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