Ticket Escalations issue

[TrentBilling]

I've set it so my Ticket Escalation rules respond to a ticket if they haven't received a response in 5 minutes. For some strange reason the system keeps replying to the same ticket every 5 minutes.. is there a method I'm forgetting that stops it from replying more than once?

 

i.imgur.com/c5ZYXUM.png

Edited October 12, 2015 by Infopro
Please Attach Images to Your Posts.

[MJHost]

I've set it so my Ticket Escalation rules respond to a ticket if they haven't received a response in 5 minutes. For some strange reason the system keeps replying to the same ticket every 5 minutes.. is there a method I'm forgetting that stops it from replying more than once?

 

i.imgur.com/c5ZYXUM.png

 

Are you just wanting the escalation rules to respond for a new ticket, or for a Customer reply too?

 

If you want the rule to apply for NEW tickets, then you need to set the rules to "open", and then set the "Change to" option to either (in progress) or (on-hold).

 

We have the similar procedure in place, but for "high priority" tickets. See our example below:

 

[TrentBilling]

Are you just wanting the escalation rules to respond for a new ticket, or for a Customer reply too?

 

If you want the rule to apply for NEW tickets, then you need to set the rules to "open", and then set the "Change to" option to either (in progress) or (on-hold).

 

We have the similar procedure in place, but for "high priority" tickets. See our example below:

 

[ATTACH=CONFIG]9374[/ATTACH]

 

Yes, I want it to reply to new tickets only for the unmanned 24-7 departments. I've done what you've suggested and it seems to be working, thanks.

[MJHost]

Yes, I want it to reply to new tickets only for the unmanned 24-7 departments. I've done what you've suggested and it seems to be working, thanks.

 

Your welcome.