How to avoide esclation of Tickets after office hours
Hi,
Our Service Desk staff wants to stall the tickets after office hour, and open the tickets early in the morning. I wonder; if there is some best practice to avoid this situation.
Regards,
Afzal Yousufi
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Answers (3)
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Posted by:
dchristian
11 years ago
You could do this with custom helpdesk rules. From a high level when the a ticket is created check the time. If the time is between your off hours, set the status to stalled.
Comments:
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Thanks, but there should be some option in Kbox to define Office Hours, as tickets get Esclated in the night - afzal 11 years ago
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If you want it as a feature, you would want to suggest this on uservoice. This may be possible with custom helpdesk rules, but you are going to have to run through all tickets, determine that they are open and should be stalled, and set them to a unique stalled state. You'll then need to search for that unique stalled state in the morning and set them back to open. - philologist 11 years ago
Posted by:
afzal
11 years ago
Thanks, There should be some option to define the office hours, because Tickets get Esclated during nono working hours in night and on SAT and SUNDay.
Regards,
Afzal