About Ticket Management Preferences

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 reaches its due date, it is automatically escalated to additional stakeholders who are notified that the ticket is overdue.

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:

1. Go to Configuration > Ticket Management Preferences. 
2. Click Edit.
3. Click Add, then enter a new disposition in the Ticket Dispositions text box. 
4. Click OK.
5. Click Refresh to update the Do not escalate when disposition is set to dropdown list.
6. Click Save.

To change a ticket disposition:

1. Go to Configuration > Ticket Management Preferences.
2. Click Edit.
3. Click the disposition name to change, update the name, and then click OK.
4. Click Refresh to update the Do not escalate when disposition is set to dropdown list.
5. Click Save.

To delete a ticket disposition:

1. Go to Configuration > Ticket Management Preferences.
2. Click Edit.
3. Select the disposition, click Delete, and then confirm the action.
4. Click Refresh to update the Do not escalate when disposition is set to dropdown list.
5. Click Save.

 To disable escalation for a specific disposition: 

1. Go to Configuration > Ticket Management Preferences.
2. Click Edit.
3. Select a disposition from the Do not escalate when disposition is set to dropdown list. 
4. Click Save.