Hi,
Some brainstorming that could be useful:
I guess you can use a queue for 1st level with a lockout time defined, a
generic agent task that evaluates when a ticket without owner belonging to
that queue gets unlocked and when it happens, it assigns the ticket to the
2nd level queue which also has a lockout time, with another generic agent
task that will move the ticket to 3rd if the condition is met, does it make
sense?
Give it a try and let us know how it goes ;)
greetings,
Leonardo Certuche
On Thu, May 28, 2009 at 8:36 AM, Gary Kilmister
I would like to implement 1st , 2nd and 3rd level support on tickets with associated SLA.
So 1st level receive all tickets, but if not responded to in a set time frame – then 2nd level notified and so on.
I would like some guidance on how this can be set up effectively.
Many thanks
Gary Kilmister, Data Centre Manager, IFL
Email: gary@internetf.co.uk
T: +44 (0)161 275 1100
D: +44 (0)161 275 1107
F: +44 (0)161 209 8427
www.internetf.co.uk
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