Best Practices Question
K1000 Service Desk - Is it possible to trigger a rule when a ticket escalates?
So, I'm working on a proof of concept to present to our leadership to begin using the Service Desk portion of the K1000. One of the things our current, home grown, help desk system does is send a page (MMS Message) on a new ticket, when the ticket owner is change, and when the ticket escalates. I've figured out the first two using Ticket Rules that run with the "on ticket save" option. The problem is, a ticket escalation doesn't appear to trigger the save event, and doesn't create any additional entries in the "HD_TICKET_CHANGE" table.
Is there a way to make this happen? I've toyed with the idea of creating a rule to run every 15 minutes and see if the ESCALATED field in the HD_TICKET table has a timestamp since the last run of the ticket (so basically just within the last 15 minutes), and have that add a comment and send the page. The only problem with that is, it could delay the escalation message to the tech up to 15 minutes.
Can anyone think of a way to have this happen a bit sooner? I'm open to any ideas.