Define Escalation Rule
Explanation
This activity is used to define an escalation rule. An escalation rule is a
defined set of parameters. It is used to send notifications to recipients and to execute dispatches, depending on the action or
the absence of an action on a case, task, or global solution. A notification is in the form of an
e-mail message or SMS. You can create rules to trigger such notifications in advance,
after a delay, or
in real time.
Dispatches are
used
to automatically dispatch cases, tasks and global
solutions to specific support queues.
Escalation rules make sure that no cases will be forgotten
and that stalled working objects will be attended to as necessary. You can specify rules for
three logical units: CcCase, CcCaseSolution, and
CcCaseTask. Every escalation rule must be defined from a template rule.
Prerequisites
The value to be entered in
the Template Rule field must have been specified in the
Logical
Units/Template Rules
tab.
System Effects
As a result of this activity, the rules defined here
can be used to send notifications to persons connected to the case, case
solution, or case task as defined. When a work item fulfils the conditions of
more than one escalation rule, the rule with the lowest numerical value in the
Priority field will be executed.
Window
Escalation
Rules
Related Window Descriptions
Escalation Rules
Insert Escalation Rule
Procedure
- Open the Escalation Rules window.
- On the left pane, click the plus sign (+) next to the
organization for which you want to define an escalation rule.
- Select the relevant logical unit, right-click and
then click Insert Escalation Rule.
- Enter a name in the Rule Name field.
- For the Template Rule field, click List
to select a suitable value. When the template rule is
selected, the start and end conditions of the template will be shown in blue. You cannot
modify the template values, but you can enter additional
conditions if required. These values are
not case sensitive and can contain several values separated by semi
colons. You can also use the wild card (%) in a value. Date
values should be entered in the standard format used throughout the application.
Examples:
Condition
CATEGORY = Error;Request allows a case in the Error or
Request status to enable the event.
Condition CUSTOMER_NO =
A% allows a case
having a customer number starting with A to enable the event.
- Optionally, enter dates in the Effective From
and Effective To fields.
- Enter a value in the Priority
field.
- Optionally, select the Enabled check box to
make the rule available for use.
- Click OK.
Examples:-
Start Event ID : CASE_MODIFIED
Start Condition :
OLD_STATE = ""
NEW_STATE = New
CUSTOMER_NO = ABC
This rule will be activated when a new case is created for customer ABC.
Start Event ID : CASE_MODIFIED
Start Condition :
OLD_STATE = New
NEW_STATE = Queued
CUSTOMER_NO = ABC
This rule will be activated when a new case for customer ABC is dispatched to a
support queue.