Declined Suggested 5/16/2019 by Michael Milnes
12
votesAutomation Rule - Take action on unassigned tickets
This would be an automation rule similar to the overdue rule, but specifically for those unassigned tickets.
Organizations that have SLA's for 1st contact would greatly benefit.
Ex: A ticket with a High Priority, who's 1st contact SLA is 1 hour, The ticket is 30 minutes past the SLA.
Create an action to notify all techs that the SLA has been breached and to review the ticket.
Alex
6/19/2019 8:55 AM
Tech
You can use the "ticket hasn't been updated for...." trigger with the "ticket is unassigned" condition and "hasn't updated for 1 hour" - which will do exactly that.
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