<html><head><style type='text/css'>body { font-family: 'Verdana'; font-size: 12pt; color: #000000}</style></head><body><style>ody { font-family: 'Verdana'; font-size: 12pt; color: #000000}</style><div>Hi<br><br>I have a question regarding acknowledgment of service failures. We have service desk employees that monitor service failures and delegate service calls to technicians. The standard way we have is to acknowledge a problem as soon as someone is working on it. We would like to see different (customizable?) acknowledgment levels.<br><br>Simple flow would be:<br>1. Service state becoming hard (critical/warning)<br>2. Service desk flags the service as "spotted" or "awaiting technician"<br>3. Service desk calls the relevant technician<br>4. As soon as the technician starts working on the problem he acknowledges the problem as "being worked on"<br><br>I would love to be able to create a list of different acknowledgement levels that staff can then set on a service.<br><br>Is this an idea that has been floated before, worked on?<br>Is there an acceptable way of implementing this if we get someone to work on it? (I would like this included in the Nagios source, I hate maintaining patches for every upgrade).<br><br>- Tómas Edwardsson<br><br></div></body></html>