Mail escalation for service tasks

You can decide to have a email (and/or SMS) send automatically to the technician/service leader whenever the responstime is running out. Escalation email/SMS can also be send based on solution time. This type of escalation emails/SMS will be sent "X" minutes before the solution time as long as the task is not finished. The emails/SMS will be sent even if work time is started.

This escalation can be divided into to levels:

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

  2. Mail to the service 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.

  3. Mail to the responsible technician for HelpDesk tasks that belong to the nodes in his team

The Email escalation can be set up by the administrator:

  • Settings/Company XXX/MAIL

  • Settings/Company XXX/MAIL_AUTO_REMINDER

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