Page History

...

To illustrate further, this message:

Would look like this:

7. After setting up the medium or channel where you want to send the alerts to and customizing your alert message, click the Next button again.

...

10. The Define Escalation Steps is where you're going to set when to alert the user and the manager that the bot alert count has reached a threshold and the user and time entries need review.

The escalation process happens by sending an alert to the manager or designated supervisor when the technician has reached the threshold of not updating in progress tickets for too long in a defined time frame. This is where you can set your escalation cycle, escalation threshold, escalation steps, and escalation alert messages.

For each escalation, you can set the following: 

...

The CW Scheduled Ticket Acknowledgement Alert 3.0 uses the following data from ConnectWise Manage: 

• Tickets
• Schedule
• Users

---------

EDITS:

I think there are 2 groups of KBs here with the updated content as the 2nd group. Please retain the updated one. Thanks