SLA Violation Reasignment
We are looking to reassign tickets that have violated an SLA to the resources manager. Looking through the SLA options I can see where I can notify a resource's manager and I can reassign tickets to specific groups or users. Is there a way to reassign tickets based on SLA violations to a resources manager?
Asked by Chip Singletary
on Thu 7/27/23 12:12 PM
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Answer (1)
This answer has been marked as the accepted answer
Brittany Renn
Thu 7/27/23 12:17 PM
Hi Chip,
Unfortunately, you can only reassign to a User or Group through SLA Escalation Steps currently. I would suggest submitting this as a Product Idea and asking for an option to Reassign To a role like "Responsible resource's manager" so that kind of feature may be considered in future versions.
Best,
Brittany Renn
TDX Support
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