I've tried multiple combinations of dispatcher, SLA, Observer and Supervisor rules and can't seem to accomplish what I want, but maybe I'm overlooking something?
I'd like to have all new tickets be assigned to our "Help Desk" agent group. No problem, I did that through dispatcher. However, if no one in the help desk works the ticket within a half hour, I want to automatically re-assign the ticket to another agent group based on the requester's department. I can do that through Supervisor by setting a rule to reassign the agent group if no agent interaction has occurred. But I need this to be done more frequently than the hourly Supervisor runs.
Is there some way to accomplish this that I'm missing? The closest I've come to is to set the SLA notification to email all the members of the Group to which I want it to be reassigned. But I don't want to have to email all the agents in that group every time this occurs.
Thanks for any help!