Escalation
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Monday, March 05, 2012 7:15 AM
Hi ,
I need any case with Specific category
which is not assigned to anyone for one hour to be escalated to me and send notification to me
Also if any case is assigned to someone and is not solved
for 3 hours and a half to be escalated to me and send notification to meThanks,
Kareem Behery
All Replies
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Monday, March 05, 2012 7:27 AMModerator
Which version of SCSM?
http://www.scsmsolutions.com/ freemanru (at) gmail (dot) com
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Monday, March 05, 2012 7:40 AM2010 SP1
Kareem Behery
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Friday, March 09, 2012 3:28 PM
for the first one you can check Mail Notification -Unassigned Incidents
http://gallery.technet.microsoft.com/scriptcenter/SCSM-Mail-Notification-c217a8dc
for the 2nd you have to build your own solution or check SLA Management Pack for Service Manager from Cased Dimension
http://www.caseddimensions.com/service_manager_SLA_management/
or you can check MS basic solution
Mohamed Fawzi | http://fawzi.wordpress.com
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