Summary
This article describes the setup, use and operation of the ticket escalation functionality.
Ticket escalation in EngageIP provides a way to automate the transition of tickets between users or groups based on criteria about the ticket involved. For example you may want to assign a ticket to a customer service manager if a customer service representative has not updated it in two days. Or if a ticket is not being responded to quickly enough if it is a high priority ticket you can assign rules to move it throughout the EngageIP ticket system appropriately.
Requirements
Ensure that the EngageIP Event Manager service is running. This service can be found either on the webserver, or on the SQL servers. This service must be enabled and running in order for the escalation rules to be triggered.
Ticket Escalation logging
When escalations are run on tickets, EngageIP enters a line item in the ticket detail (set automatically as 'hidden' from related to) to describe which rule escalated the ticket and give some indication as to why it was escalated. You must be the assigned to user to see these log line items.
Configuring Ticket Escalations
Ticket Escalations are comprised of four components:
Events
The event is the trigger of the escalation, it tells the system when to fire the escalation.
Conditions
The conditions are the matching criteria, which tickets should the escalation apply to.
Actions
Now that the tickets that should be escalated are determined, what do you want to change about the ticket.
An additional there is an 'Email Notification' option. This action allows you to email the ticket to an email address when the escalation is triggered. As well you can specify whether to include the hidden comments to this email address or not. Great for management to be notified on high priority tickets or to forward the ticket to an email that isn't in EngageIP on the account or otherwise.
See 'Email Notification' below:
Creating Escalation Rules
Click the 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
Restrictions / Schedule
To configure restrictions if you do not want your escalation rule to run all the time every day, do the following to specify which days and periods during those days you would like it to run:
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
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
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
Notice: In EngageIP 8.2.x versions and greater, 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
Screenshot B
