Customer wants to have an option to escalate the ticket BY DOING SOMETHING that could be a button or similar through the portal. I really like the visual effect of an incident in status Escalated TTR, it is highlighted in red in the list of all open tickets, easily visible. But as far as I understood that is automatically changed status to Escalated TTR.
My question is, can I somehow manually put it it Escalated TTR status at any wanted time? So the customer would do it and then I can use the changed status from Assigned to Escalated TTR to trigger a notification that customer escalated.
Other way I had in mind is to change Hot Flag to yes, but that doesnt change the ticket status, just put it in Escalated Incidents tab. Not sure how to create a trigger on that and notify me about that.
Thanks
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Hi
Customer wants to have an option to escalate the ticket BY DOING SOMETHING that could be a button or similar through the portal. I really like the visual effect of an incident in status Escalated TTR, it is highlighted in red in the list of all open tickets, easily visible. But as far as I understood that is automatically changed status to Escalated TTR.
My question is, can I somehow manually put it it Escalated TTR status at any wanted time? So the customer would do it and then I can use the changed status from Assigned to Escalated TTR to trigger a notification that customer escalated.
Other way I had in mind is to change Hot Flag to yes, but that doesnt change the ticket status, just put it in Escalated Incidents tab. Not sure how to create a trigger on that and notify me about that.
Thanks