Regarding automatic transfer of tickets
Hello List, I have a query . If I have three groups of people working on a product . Suppose I get a ticket for the third level(lowest) and none of the people from the third group have attended to and the escalation time has lapsed ..... then how can I transfer it to the next level automatically OR from the present queue to the queue belonging to the next level ??? . NOT MANUALLY , but automatically. If anyone could help, please give a detailed explanation regarding what to do..... I know that we have to do something with the Generic Agent but please give a detailed explanation I am new to this. Thanks in Advance List!!
Hi Paul, Create a Generic Agent Give it a name in Job Name Expand Automatic Execution highlight everything (according to when you want to trigger) -- note that this runs in 10 minute increments minimum Expand Select Tickets Escalation times: (*) Ticket escalation time reached (choose your criteria). Expand Update/Add Ticket Attributes Set new queue (according to the destination). Optionally add other criteria that matters for filter, and set unlock as it moves. Check other settings to make sure they're as desired.
participants (2)
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Gerald Young -
Paul Joseph