Difference between revisions of "Support Ticket Escalations"
From WHMCS Documentation
(New page: Found under the Settings menu, ticket escalation rules allow you to specify actions to take automatically if a support ticket has been in a specified state for a set period of time. You c...) |
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| − | Found under | + | Found under '''Setup > Escalation Rules''', ticket escalation rules allow you to specify actions to take automatically if a support ticket has been in a specified state for a set period of time. |
| − | You can select the Departments, Statuses and Priorities that the escalation rule applies to. For example, in the picture below, a response will be automatically made to the client and an email sent to the members of the specific support department after 4 hours with no response: | + | You can select the Departments, Statuses and Priorities that the escalation rule applies to. For example, in the picture below, low and medium priority tickets will be changed to high, a response will be automatically made to the client and an email sent to the members of the specific support department after 4 hours with no response: |
| − | [[Image:Ticketescalations. | + | [[Image:Ticketescalations.png]] |
Escalations are checked by running a cron file with parameters: | Escalations are checked by running a cron file with parameters: | ||
| − | php -q \path\to\home\public_html\whmcspath\admin\cron.php escalations | + | php -q \path\to\home\public_html\whmcspath\admin\cron.php escalations |
Please note the space between cron.php and escalations. The command will run the escalations section of the cron file only. | Please note the space between cron.php and escalations. The command will run the escalations section of the cron file only. | ||
Revision as of 18:23, 9 May 2011
Found under Setup > Escalation Rules, ticket escalation rules allow you to specify actions to take automatically if a support ticket has been in a specified state for a set period of time.
You can select the Departments, Statuses and Priorities that the escalation rule applies to. For example, in the picture below, low and medium priority tickets will be changed to high, a response will be automatically made to the client and an email sent to the members of the specific support department after 4 hours with no response:
Escalations are checked by running a cron file with parameters:
php -q \path\to\home\public_html\whmcspath\admin\cron.php escalations
Please note the space between cron.php and escalations. The command will run the escalations section of the cron file only.