Virtual Booth

Current practice is that overdue aging tickets are only escalated to the unit email after 7 to 10 days. The proposed enhancement introduces an automated escalation mechanism based on the assigned owner of each ticket. Once a ticket reaches 3 days of aging, an automated email notification will be generated and sent directly to the respective assignee as an early reminder for immediate action. If the ticket remains unresolved after 5 days of aging, the system will automatically escalate the notification to the assignee’s line manager for further intervention. This enhancement aims to improve response time, strengthen accountability, and reduce prolonged unresolved tickets through proactive monitoring and timely escalation.