The Ticket Management Preferences page manages the list of ticket dispositions. A ticket disposition is a text string such as "Pending customer confirmation" or "Under investigation." You can use a ticket disposition to label a ticket's status. You can access the Ticket Management Preferences page only if you have the Ticket Manage permission.
When a ticket is overdue, it's automatically escalated to additional stakeholders via email notification. Ticket Management Preferences allow the user to disable escalations for tickets with a specified disposition. For example, the user may not want to escalate overdue tickets if the disposition is "Pending customer confirmation."
To add a ticket disposition:
- Go to Configuration > Ticket Management Preferences, then click Edit.
- Click Add.
- Enter a new disposition in the Ticket Dispositions text box, then click OK.
- Click Refresh to update the Do not escalate when disposition is set to dropdown list.
- Click Save.
To change a ticket disposition:
- Go to Configuration > Ticket Management Preferences, then click Edit.
- Select the disposition name.
- Update the name, then click OK.
- Click Refresh to update the Do not escalate when disposition is set to dropdown list.
- Click Save.
To delete a ticket disposition:
- Go to Configuration > Ticket Management Preferences and then click Edit.
- Select the disposition, click Delete, and confirm the action.
- Click Refresh to update the Do not escalate when disposition is set to drop-down list.
- Click Save after you finish modifying a ticket disposition .
To disable escalation for a specific disposition:
- Go to Configuration > Ticket Management Preferences, then click Edit.
- Select a disposition from the Do not escalate when disposition is set to dropdown list.
- Click Save.