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 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:

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

To change a ticket disposition:

1. Go to Configuration > Ticket Management Preferences, then click Edit.
2. Select the disposition name.
3. Update the name, 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 and then click Edit.
2. Select the disposition, click Delete, and confirm the action.
3. Click Refresh to update the Do not escalate when disposition is set to drop-down list.
4. Click Save after you finish modifying a ticket disposition .

 To disable escalation for a specific disposition: 

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