Escalation events - how to use 'Continue on Request Closed'

Hi Forum.

I've a question regarding escalation events. A customer wants to send out an email 30 days after a ticket is created - also if the ticket has been closed.

I tried to create an escalation level who send out an email, and set the Priority to Request Closed: Continue.

Unfortunately I can't get it to work. As you can see in the log below, the escalation stops upon reading the request. Even if I've set the Priority to Request read by owner: Continue.

How can this be?

 

I'm on an Online solution.

 

RE: Escalation events - how to use 'Continue on Request Closed'

Hi Kasper, I don't think escalation is the way to go.

You could instead use the Trigger "Ticket Created". In that trigger you set a datefield on the Ticket, so that you know when it should send. And then you use a scheduled task to check for tickets where the date indicates it is time to send mail.

Av: Frode Lillerud 7. des 2018

RE: Escalation events - how to use 'Continue on Request Closed'

Hi Frode.

I was hoping to create it without an Expander Service.

Do you know why this can't work with Priorities? Can't a ticket per default not be escalated once it has been closed? If yes, what is the Excaltion Event for?

Av: Kasper Rosenlund 7. des 2018