Service Desk Practitioners Forum

Popup on open calls exceeding duration

Jayashree Arun
Trusted Contributor.

Popup on open calls exceeding duration


I am new to SD. We are using SD 5.0 on hp-ux 11.11. We have requirement that when calls are open for 30 mins, a popup should warn the helpdesk operator that he needs to escalate. Is there any way I can do this? I have explored using Smart Actions, but how do I configure rules for checking for 30 mins?

Ruth Porter
Acclaimed Contributor.

Re: Popup on open calls exceeding duration

Hi there,

You can use a scheduled task on a DB rule to set a marker (custom field) if a call is still open after 30 minutes but this obeyed on the server so getting a popup on a client is more difficult.

However, you can use the format rules on a view to alter the font colour or background colour of rows with the marker set.

Hope this helps, Ruth