Ability to assign a higher-level user to technicians or admins. The higher-level user(s) will be notified if the ticket has not been processed over a period of time (= ticket escalation)
Hello,
we want to
ask you about the possibility to think about an implementation of a new feature
(user lookup) in JitBit Helpdesk Software.
In detail,
the new function should fulfil the following functions:
- It should be possible to assigned a higher-level user (e.g. team
leader, superior,..) to the users behind the “technicians” and
“administrators” roles (different users – NOT one for all)
- if possible, two or three layers (e.g. 1-level user;
2-level user; 3-level user)
- new fields should be created for this (user lookup) – but only
technicians and admins are available for this lookup
- When now a ticket has not been updated for e.g. 3 weeks, the 1
higher-level user should get an attention-email and the ticket category
should raise one step.
- Then, after a next custom period of time the 2
higher-level user should get an attention-email too.....and so on....
- (this can then again be done with an automatic rule)