Auto e-mail to manager when Response Time Target passed

[rfarnell]

How difficult would it be to create an automated e-mail based on the Response Time Target value entered for each bucket? If possible, would it be feasible to be able to e-mail the manager/s of that particular group and the person that the ticket has been assigned to with some form of reminder and link to the ticket?

I know it is reasonably easy to find this information on the system with the value appearing in red, but I can also be sure that the ticket isn't being "lost". Also, because we have a number of different SLA lengths the only way we could view them chronologically is by creating separate workspace lists for each SLA which starts to become very broken up.

Regards,

Rob

[Hildy]

heh.... I was about to point you to http://www.wgmdev.com/jira/browse/CHD-537 , but I see you've already been there. :-)

As for creating one yourself, it's certainly doable. If you want to go that route, let me know and I can dig up some code references for you.

[rfarnell]

I'll probably create an environment to experiment with rather than our production environment. If you give me some assistance in the way of code to make the modification then I will be most appreciative.

Rob