Hours/Minutes To Review CSS/Help Desk (previous versions only)
Note: This information is given to support existing customers who currently use this feature. The custom rules engine is now the preferred tool for these kinds of notifications.
The Help Desk has the capability to notify Help Desk Administrators in the event that an important Review time limit has been reached. This is accomplished by way of a special batch file named escalation.bat. Minutes to Review limits are set on the Help Desk Priorties page. (Versions prior to 3.3 have an equivalent Hours to Review setting) If a ticket's Status is New and the Minutes to Review does not equal 0, this script will check to see whether the Ticket has not been reviewed within this time. If not, the escalation email will be sent.
Emails are sent as follows:
- To the addresses given in the Help Desk Setting Route all Public Support Requests to.
- If Departments are enabled in the Help Desk - to all users from ticket departments marked as Request Recipients.
- If the users list still remains empty in the above two cases - to an admin address specified in the Knowledge Base Application Settings.
To take advantage of this feature, the escalation.bat file must be scheduled to run at the minimum interval that is set in Priorities.
Sub Articles
Create a Scheduled Task to run escalation.bat using the Wizard
Edit the Escalation.bat Scheduled Task