Agent Notifications.

[cbravo]

Hello guys, I've been looking through what I thought would help me but seems not like it.

What I'm trying to do is the following:

For instance an agent is working on a ticket and he can't solve it so it gets escalated. I want an email notification to be sent to his boss so he could look into it. I know there is a list of agent notifications and there is one for escalated but it doesn't let me select who I want the email to be sent. There is another one notifications (events), but on the events it doesn't show an option for ticket escalation.

Any ideas how I can configure this up?

[crythias]

Create a new priority "Escalate to boss"
Then Notification (Event) which notifies boss.
Alternative to that is to change the owner to boss, which will notify him if he has notifications enabled in prefs.

[cbravo]

is that using a generic agent?

Nevermind, I just figured that I need to send an email to at least three people about it. Any ideas how to do it?

[crythias]

It's not generic agent (that's timed). Notification (Event) will happen when the priority changes to "Notify Boss"
To notify 3 people, either create a distribution list or three Notification (Event), one for each boss.

[cbravo]

how do I set the next priority tho? For instance the ticket has normal priority and then it gets escalated to the new priority Notify boss. How would the ticket know that it's supposed to change the priority?

[crythias]

For instance an agent is working on a ticket and he can't solve it so it gets escalated.

Based upon that, I was assuming that the priority would be manually selected by the agent because the agent was working on it and unable to solve it.

[cbravo]

oh that was just an example. It could be escalated for any reasons (agent not doing his work, etc). What I wanted is to get a notification for an escalation.

[crythias]

then use generic agent to capture the escalation (however you define it) and set the priority to "Notify boss" as above.