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?
Best answer by keefe.andrews
View original
+8
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.
Enter your username or e-mail address. We'll send you an e-mail with instructions to reset your password.
