Setting up Ticket Escalation Rules

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.

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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.

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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

1. Click on Setup

2. Select the Ticket Escalations option under the Ticket Settings section

3. Click the Add button

4. Enter a Name for this escalation rule

5. Enter a Description for the Escalation

6. Select all events to trigger the escalation

7. Select all conditions to match upon.

8. Select all actions to perform on the ticket

9. Add the schedules as described below

10. 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:

1. Select a day of the week

2. Enter the start time (24 hour format or indicate am/pm)

3. Enter an end time (24 hour format or indicate am/pm)

4. Enter more restrictions as needed

5. Once done, click save

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

Screenshot B