Escalated Notification of P1 tickets

Rathna

Hi all:

Thanks in advance. Below is the senario...

A project x has 20 Priority 1 tickets assigned different assignees and 5 of the assignees did not update their tickets in the last four hours (may be seriously working hard to fix the problem).

Is there a way to notify the Assignee and cc the same email to the Director, and the Team Lead that there is no update in the past 4 hrs.

Jobin Kuruvilla [Adaptavist]

The first step will be to create a filter for these tickets. Something like:

project = XYZ and priority = "Blocker" and resolution = Unresolved and updated <= -4h

If you want to escalate these issues, you will have to do something like this but an easier option might be to just subscribe this filter to a group. This will send mail to everyone in the group though and not just assignee and leads.