i am wondering, in some tools i used before an agent had the possibility to set a ticket as a potential P1 or P2 that triggerd a com to the assigned team (linked to the category) and incident MGMT as a potential P1 or P2 was there and the ticket had to be approved by them before taking the priority, would this be possible in fresh?
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P1 candidates or P2 candidates
Best answer by keefe.andrews
Yes, I think with the use of the workflow Automator you can set a trigger upon ticket update and have the condition match the severity of the ticket and then send the approval email based on how you filter it. The below is just a POC example in a very simple layout.
+8Yes, I think with the use of the workflow Automator you can set a trigger upon ticket update and have the condition match the severity of the ticket and then send the approval email based on how you filter it. The below is just a POC example in a very simple layout.
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