Ticket Escalation - Monitoring & Alerting System

[jim@dsolutionsgroup.com]

We are working on an addition to Interlink for CommitCRM that will monitor tickets based on priority and send alert emails based on elapsed time since ticket was last updated. The time intervals and who get emails will be configurable by the Interlink Administrator.

Anyone have any suggestions on what they would like to see in an escalation / ticket monitoring system?

Jim

[sudogreg]

Re: Ticket Escalation - Monitoring & Alerting System

i am liking this overall idea.

[natrat]

Re: Ticket Escalation - Monitoring & Alerting System

One quick thing that comes to mind - the ability to send or not send the escalation/reminder email based on certain Status settings, as well as the Open time. You might have certain statuses where a job is indefinitely on hold and you don't want or need reminders, or statuses where a summary report each week to the manager/sysadmin/admin person would be helpful.

[jim@dsolutionsgroup.com]

Re: Ticket Escalation - Monitoring & Alerting System

Good suggestions, thanks!