PDA

View Full Version : How to automatically escalate a ticket after a certain time frame

jacktackett
04-07-2009, 09:04 AM
OK, having a gray moment here - I've RTFM and done the searches but can not find the answer to this question:

I want to be able to alert or escalate a ticket if no one has responded to it after a certain time frame (say one hour or one week etc). Is this possible in osTicket or with an add-on? I need this work flow capability to make sure we don't let tickets fall through the cracks.

Any help is appreciated.

best,
--Jack
jpowers40828
04-07-2009, 03:23 PM
In the admin panel you are looking for the overdue ticket alert. In the same screen but above it you can set the number of hours before it is overdue.
jacktackett
04-07-2009, 04:31 PM
In the admin panel you are looking for the overdue ticket alert. In the same screen but above it you can set the number of hours before it is overdue.

That's it! Thanks for your timely help - it its greatly appreciated.
best,
--Jack