Dashboard to Review Open and Unassigned Requests
We've been having difficulties with our Business Rules. Some Requests remained Unassigned for a long period. SLAs fire only once, and we're trying to monitor and alert Technicians for Unresponded tickets.
Using /sdpapi/request and <name>filterby</name><value>Unassigned_System</value>, we can see what remains unassigned.
Currently, SLAs can be configured for Level 1 escalation but this is insufficient; we'd like to bump technicians periodically to conform to our SLAs.
Does anyone have a ManageEngine option that can handle this? Or can this be a new feature in upcoming releases/versions?
Or is there a programmatic feature that can do what we're seeking to do?
Using /sdpapi/request and <name>filterby</name><value>Unassigned_System</value>, we can see what remains unassigned.
Currently, SLAs can be configured for Level 1 escalation but this is insufficient; we'd like to bump technicians periodically to conform to our SLAs.
Does anyone have a ManageEngine option that can handle this? Or can this be a new feature in upcoming releases/versions?
Or is there a programmatic feature that can do what we're seeking to do?