System Admin and Configuration

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Topic

    Nancy Franchino
    Reassign an incident based on time in an unresolved statusAnswered
    Topic posted October 23, 2019 by Nancy FranchinoGreen Ribbon: 100+ Points 
    31 Views, 3 Comments
    Title:
    Reassign an incident based on time in an unresolved status
    Summary:
    Reassign an incident based on time in an unresolved status
    Content:

    Hello,

    Does anyone know how we could set up the following process of when an incident is assigned to an agent but the incident has been in an unresolved status for over an hour it automatically updates the assigned account to no value so that it can be pulled into another agent's inbox when they hit fill inbox?

    Best Comment

    Sebastiaan Draaisma

    This can be done with an escalation rule (business rules)

    IF
    Incident.Assigned  not equals Unspecified
    Incident.Status  equals Unresolved

    THEN
    Escalate to Level Reassign
    +1 Hours Relative Now
    Revalidate

     

    IF
    Incident.Escalation Level  equals Reassign

    THEN
    Assign Incident To NULL

    Comment