You can create reminders in Helpdesk to alert ticket assignee’s of existing tasks. The system will send repetitive reminders to the assignee until there’s a response or the reminder CAP has been breached.


Creating a Reminder

Now there is a new way to create the escalation using the Workflow module for Request Type, Categories and Sub-Categories.

  1. Request Type: Go to the workspaces on the upper left corner of the screen > Select the required workspace > Select the required Request Type > Click on the  > Choose Workflow
  1. Category: Go to the workspaces on the upper left corner of the screen > Select the required workspace > Select Category

2.1 Click on  > Choose Workflow

  1. Sub Category: Go to the workspaces on the upper left corner of the screen > Select the required workspace > Select Sub Category

3.1 Click on  > Choose Workflow


With the new release, Escalations can be added to each step of the workflow, under the SLA tab

  • You can choose either the default values, or add one or more specific target priorities and configure their values.
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