Help Desk Authority

HDAutoEscalate Module

HDAutoEscalate is a powerful help desk tool that automatically triggers email notifications to end-users and help desk personnel when an issue needs to be escalated or reassigned based on established criteria.

HDAutoEscalate:

• Allows help desk administrators to adhere to SLAs by sending alerts when deadlines are approaching
• Escalate an issue’s priority status based on age, severity, role, and other established values
• Change the status of an issue from “Open” to “Closed” as the issues successfully passes through the appropriate steps
• Reassign tickets to alternate help desk personnel if something/someone is preventing the workflow

 

With HDAutoEscalate you define the criteria to trigger the escalation and create a series of actions and notifications for those issues.

Version:	8.2
Date:	29/01/2010