Workflow and Notifiers

[Michael Swansegar]

When a new ticket comes in...is there an option or plugin to :

1. Alert (email and/or SMS) new ticket creted

2. Workflow -- when ticket untouched for x amount of time...escalate and/or alert

3. When status or issue types changes...to follow another workflow based on which status/issue type change occured

[KhongMingA]

Hi Mswansegar.

1. Alert (email and/or SMS) new ticket creted

This can be achieved by creating a notifications schemes. For more info, you can refer to this documentation :-Create a Notification Schemes

2. Workflow -- when ticket untouched for x amount of time...escalate and/or alert

This can be done by writing a Jelly Script which invokes the filter. There is a short video on Simple SLA with Filters. For more information, you can refer to this documentation:- Escalation and SLA

3. When status or issue types changes...to follow another workflow based on which status/issue type change occured

Can you briefly explain about this matter?

THanks.

Warmest Regards,
KM