Send an acknowledgement to the person who logs the problem. You can merge fields from the incident record in the acknowledgment. Using the templates, you can also accept a form from your web site and create an incident record in the database. The e-mail server will then use the appropriate template to parse the form and create the incident record, then send an acknowledgment to the user. Escalation Escalation allows you to escalate an incident if it is not closed, or if the last response has passed a specified interval.
Escalation can be system wide, specific to each client or each incident.
Escalation can also be based on a Call Type, Priority, Severity or any field with a list box attached to it. You can define how to exclude incidents from being escalated, which fields to update and how they should be updated. You can also notify selected users when an incident has been escalated. System Alerts System alerts allows you to notify users or external clients based on filters. You can merge fields from the records to create a custom message showing the exact details from the record that is required.