Good work. Now you can set up a Priority Manager profile to do the following.

1. Look for any jobs in the "Unassigned queue" that "have NOT been actioned for at least X day/hours" (You can also specify job status, priority etc to fine-tune the search)
2. Send an email to the person whose job it is to reclassify the jobs - perhaps also to the helpdesk manager?

And the email should go something like

"Get on with it!" ;-)


Hope this helps,

Rod

Quick update on this issue. HelpMaster v11 Email Manager now had "Template Modifiers". These will do exactly what was initially requested. Scan for keywords in the email, then use a Template Modifier on the issue to change it.

See pattern 2 for an example of this using other parts of the job template
http://www.helpmasterpro....n-Board/aft/460.aspx

Rod

Another update, another feature. Check out the new v12.5.17 codes features.
http://www.helpmasterpro....20system%20codes.htm