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