Mail escalation for HelpDesk tasks

You can decide to have a email send automatically to the technician/HelpDesk leader whenever the responstime is running out. This escalation can be divided into to levels:

1.Mail to technician (whenever a job is assigned to him)

2. Mail to the HelpDesk leader (will be send on tasks which are still open)
Mail will be send to technicians (active or inactive), where one or more of the sortgroups are known. This is a service leader and has nothing to do with the fact that the job is assigned to him or not.

The Email escalation can be set up by the administrator:

• Settings/Company XXX/MAIL

• Settings/Company XXX/MAIL_AUTO_REMINDER

 

Note! The email will be saved under Events, if the setting COMPANY_XXX ->MAIL -> SAVE_MAIL_OUT =1.