Automated Email for Critical/High Priority

Idea created by Mara McCrary on Oct 25, 2017
    New Idea
    • Josh Mills
    • Andrew Eardley-Day
    • Byron Poe

    We currently have the system setup so that if an Incident is created as a Critical or High priority Incident our leadership team is emailed so that we are all aware. The problem comes when a ticket is opened and only after that we realize that it is a higher priority. Our Service Desk will go in and adjust the priority to high or critical but the email does not fire. I would like to see if any ticket is ever (throughout its lifecycle) assigned a Critical or High priority that an email goes to our leadership making everyone aware.

    What problem will this feature solve?:
    This will provide another line of communication between staff and management.