LittleCreek Posted January 29 Share Posted January 29 I think I may be misunderstanding the purpose of escalation rules. I wanted to have an auto reply to tickets when I am out of the office but I only wanted it to reply once not at every time at the Time Elapsed interval. I set this up and it correctly put the auto reply in the ticket and then the ticket time got updated and therefore every 5 minutes it updated the ticket again and so on and so forth. Did I set it up wrong or is this the wrong tool? 0 Quote Link to comment Share on other sites More sharing options...
Solution RadWebHosting Posted January 31 Solution Share Posted January 31 Create a new ticket status that represents a ticket having already received this ticket update. Then change the status when this escalation rule runs to the aforementioned created status, such as from Open to Open-OOR or Customer-Reply to Customer-Reply-OOR. 0 Quote Link to comment Share on other sites More sharing options...
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