Threshold Values

Thresholds define time intervals required for auto escalation as well as deadline.

Auto-escalation

When approaching the time of an automatic escalation of the ticket, a "warning light" can be configured. The time intervals are defined here. These settings also apply to any Auto-Emails that may be sent at each warning level. The configuration is done in the Category Server > Communication > Auto-Emails dialog.

The configurable options are:

  • If resource does not change at auto-escalation, run action: - the ticket should remain with the previous resource, but should receive a changed status when the time of auto-escalation is reached. An action must be defined that has a status value of 101-149.
  • Threshold value to the warning status "Yellow " - value in hours, default: 27 working hours.
  • Threshold to the warning status "Red " - value in hours, default: 18 working hours.

Note: It is mandatory that the threshold value for "Yellow" is greater than the threshold value for "Red".

Note: The i-net HelpDesk calculates the end date based on the escalation time (in working hours) stored in the priority definition per priority. From this end date, the working hours of the resource where the ticket is located are now subtracted for "Yellow" and "Red".

Deadline

When approaching the time of a deadline of the ticket, a "warning light" can be configured. The time intervals are defined here. These settings also apply to any Auto-Emails that may be sent at each warning level. The configuration is done in the Category Server > Communication > Auto-Emails dialog.

The configurable options are:

  • Threshold to warning status "Yellow" (2) - value in hours, default: 54 working hours.
  • Threshold to warning status "Red" (3) - value in hours, default: 36 working hours.

Note: It is mandatory that the threshold value for "Yellow" is greater than the threshold value for "Red".

Note: The i-net HelpDesk calculates the end date based on the time of the deadline stored in the priority definition per priority. From this end date, the working hours of the resource where the ticket is located are now subtracted for "Yellow" and "Red".