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Home > Success Center > Web Help Desk (WHD) > WHD - Knowledgebase Articles > Alert email skips the priority level

Alert email skips the priority level

 

Overview

Web Help Desk alert email skips the preassigned priority level.

Environment

Web Help Desk all versions

Cause

Web Help Desk checks the ticket status every five minutes. If an alert condition is set to a duration shorter than five minutes, Web Help Desk considers the period has lapsed and sends the alert for the next level.

Resolution

Set the alert condition for priority types and alerts to more than five minutes:

  1. Log in to Web Help Desk as an administrator.
  2. Click Setup > Tickets > Priority Types and Alerts. 
  3. Click a priority type.
  4. Change the Condition setting for each alert level to a value longer than five minutes. Priority 2.PNG
  5. Click Save.
  6. Repeat this procedure for the remaining priority types. 

 

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