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Summary
This article describes the setup, use and operation of the ticket escalation functionality.
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See 'Email Notification' below:
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Creating Escalation Rules
Click the on Setup tab
Select the Ticket Escalations option under the Ticket Settings section
Click the Add button
Enter a Name for this escalation rule
Enter a Description for the Escalation
Select all events to trigger the escalation
Select all conditions to match upon.
Select all actions to perform on the ticket
Add the schedules as described below
Click the Save button
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Select a day of the week
Enter the start time (24 hour format or indicate am/pm)
Enter an end time (24 hour format or indicate am/pm)
Enter more restrictions as needed
Once done, click save
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Note: Any day NOT specified here means that you do not want this rule to run on that day. If you have NO restrictions, the rules will run every day without restriction. |
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Scenarios
The following screen shots show Scenario A followed by Scenario B. Note that these are chained escalations, the actions of Scenario A are the matching conditions of Scenario B. It is possible to create branching and chaining escalations to match your desired Business flow for ticket escalation. In Scenario A, after 1 day the ticket is changed in priority. In Scenario B the same (or any matching) ticket will after an additional 2 days, be assigned to a different User in this case the Manager.
Screenshot A
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Notice: |
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there is a check box (not shown in the screen shot below) to allow or prevent the automated system escalation remark being sent to the 'related to' user which is the customer. Its label is: " Hide Escalation Actions from Related To". When checked, the customer will NOT be able to see the escalation remark or otherwise know that the ticket was escalated. If it is not checked, when the ticket is escalated, the customer will receive notification that the ticket was escalated for them. |
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Screenshot B
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