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Escalation
Escalation and Event handling are real-time aspects of NetHelpDesk.
When a significant event such as when a new request is created or a call
approaches being overdue, or when a call is re-assigned, NetHelpDesk can
optionally inform anyone you define. This can be just the technician dealing
with the request, or his section or every technician:
When there is a change of service status escalation events are generated.
The notification can be via e-mail or a 'tool tray' icon program that sits
in your tool tray waiting for escalation messages. Escalation messages are
queued until received by the technician they are destined for.
Escalation messages are generated by a separate program that runs either as
an NT service on an NT server or Workstation, or as a normal taskbar program
on a Windows '95 or NT PC (which can of course be used for other tasks.)
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