Carey, Oh how I wish I could. The customer is not that flexible. I wanted to give them a "round-robin" type of escalation but they would rather have a new ticket notify 8 people and if no one handles the ticket, notify them again, every 2 hours. Since this is a featherweight HD that may mean 5 - 10 tickets a day. Out of those it may be 1 a week that lingers for the 2 hours. That's too many in my book but acceptable for this customer. As long as they can beat a 4 hour response time. Thanks,
John J. Reiser Software Development Analyst Remedy Administrator/Developer Lockheed Martin - MS2 The star that burns twice as bright burns half as long. Pay close attention and be illuminated by its brilliance. - paraphrased by me -----Original Message----- From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Carey Matthew Black Sent: Thursday, September 07, 2006 10:26 AM To: arslist@ARSLIST.ORG Subject: Re: Escalation reminder every X hours John, Personally, I would push the business to decide what should happen instead of sending an email. Like: Auto assigning to the main Help Desk Auto assigning to 'Submitted by' Auto assigning to 'Submitted by's Manager And MAYBE doing some email too. (or let you assignment emails do that task) But the point is that you do not want to let an issue get "stuck". You want it to progress through the process. So whatever you do should make sure that the same issue will not be "found again later". -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap.... Pick two. On 9/7/06, Reiser, John J <[EMAIL PROTECTED]> wrote: > Hello Listers, > > Congrats to the ARSlist Award winners. > > ARS 6.3 > MS SQL Server 2000 > Midtier 6.3 > Homegrown Helpdesk forms > > Just as a sanity check I thought I would ask if anyone has a good > process for "send out an email notification every X hours if the > ticket is still at a status of New"? > > After the obvious failure of setting the escalation time to 2 Hrs ( > Ticket entered 1 second after Esc doesn't go out in email for 3 hrs 59 > minutes 59 seconds) I decided to put a field on the HD form that will > be populated with create time + 2 hrs. > The escalation will run every 5 or 10 minutes and check the escalation > time stored on create. It will increase the escalation time by 2 hours > if the status is still New. > The Run If will be 'ESC_Time' < $TIMESTAMP$ AND Status = "New" > > The reason I am running this by the List is that I wanted to know if > there was a slicker way to do this. > Anyone? . . . Bueller? Bueller? > > Thanks, > John J. Reiser > Software Development Analyst > Remedy Administrator/Developer > Lockheed Martin - MS2 > The star that burns twice as bright burns half as long. > Pay close attention and be illuminated by its brilliance. - > paraphrased by me > > > ______________________________________________________________________ > _________ UNSUBSCRIBE or access ARSlist Archives at > http://www.wwrug.org > ________________________________________________________________________ _______ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at http://www.wwrug.org
