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Last Post 7/26/2012 12:10 AM by  Dennis Odri
Priority manager frequency
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7/25/2012 8:04 AM

    We are trying to use priority manager to help use refine our customer contact.  We've noticed that cases will sometimes go unactioned for a while and we want the team manager to be made aware of this in case someone's dropped the ball.

    For example, we would like to know if certain types of helpdesk cases haven't been actioned for more than one day.  We should be able to create a simple priority manager profile to send an email to the team leader.  However, over the weekend, almost all cases don't get actioned for at least two days.  Even if I switch on the "Business Hours" tag, my team leader will get flooded with emails first thing Monday morning.  Is there a solution to this?

     

    Dennis Odri
    HelpMaster tech support
    Helpdesk leader
    Helpdesk leader
    Posts:45
    Points:81


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    7/26/2012 12:10 AM
    Hi Marni, we have logged Job # 32489 to investigate how we can overcome this problem for you. We will also post back the solution here as soon as we find one. Thanks for reporting this.
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