Well it sounds from your description like you already know how to do it.
Create the hidden Escalate Time field and make that a Date/Time field. Create a filter that populates that field on Submit with $TIMESTAMP$ + whatever your escalation time is in seconds. I'm assuming here that that's a static time for all support groups in the system. The catch is that the escalation has to run fairly frequently...maybe every 15 minutes or so. The escalation's Run If should be something along the lines of, if $TIMESTAMP$ > Escalate Time AND Priority = "Critical" AND Status < Whatever the number for Critical is. ________________________________ From: Action Request System discussion list(ARSList) [mailto:[EMAIL PROTECTED] On Behalf Of Doornbos, Mark Sent: Monday, July 09, 2007 10:55 AM To: arslist@ARSLIST.ORG Subject: Escalation Hi List, I'm trying to figure out how to calculate and populate an Escalate Time field based on Priority. I've created the Escalate Time field and I would like to perform a "Set Field" action to place a future time in the Escalate Time field when a user submits an incident and the status is less than "In Progress" and the Priority is "Critical". I'll then create an Escalation that will trigger on the Escalate Time field if the time and date is greater than the Escalate Time. I'm currently using Remedy Service Desk 7 with IM patch 4. DB is Oracle 10.2. Windows 2003 Server. mjd __20060125_______________________This posting was submitted with HTML in it___ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org ARSlist:"Where the Answers Are"
