Event Escalation—Exercises

Basic Data Setup

Define Template Rule

Purpose: The purpose of this exercise is to define a template rule to be used for the exercise below. A template rule is the basic template from we define the escalation rule

Windows:
Logical Unit

  1. Click the LU Name field and populate the window (F2). The LU Name field will have the value CcCase by default.
  2. Click the Template Rules tab.
  3. Select a row on the lower table and double click on it. The Insert Template Rule dialog box is opened.
  4. Enter New Case in Queue in the Rule Name field.
  5. Click the Start Event ID field and click List. The Start Event ID dialog box is opened.
  6. Double click on the row with the value CASE_MODIFIED in the Event ID field.
  7. Select the equals(=) sign in the Operator field corresponding to the EVENT value in the Parameter field.
  8. Enter Dispatch in the Value field corresponding to EVENT.
  9. Select the equals(=) sign in the Operator field corresponding to the NEW_STATE value in the Parameter field.
  10. Enter Queued in the Value field corresponding to NEW_STATE.
  11. Select the equals(=) sign in the Operator field corresponding to the OLD_STATE value in the Parameter field.
  12. Enter New in the Value field corresponding to OLD_STATE.
  13. Click the End Event ID field and click List. The End Event ID dialog box is opened.
  14. Double click on the row with the value CASE_MODIFIED in the Event ID field.
  15. Select the  not equals(!=) sign in the Operator field corresponding to the NEW_STATE value in the Parameter field.
  16. Enter Queued in the Value field corresponding to NEW_STATE.
  17. Click Ok.

Required Data

Define Support Organization

Purpose: The purpose of this exercise is to set up a support organization which is required for the exercise below.

Windows:
Support Organization Basic Data

  1. Define a support organization

Define Support Organization 

Define Queue

Purpose: The purpose of this exercise is to set up a support organization which is required for the exercise below.

Windows:
Support Organization Basic Data

  1. Define a support queue

Define Queue 

Main Exercise

Purpose: The purpose of this lesson is to define escalation rules and notifications for a particular case for a specific support organization. A notification is defined to be sent when an event escalation occurs for a case. This particular exercise focuses on sending a notification to an assignee but you can select other values, for example, queue manager, owner, all contacts, calling user, solution owner.

Windows:
Escalation Rules

Define Escalation Rule 

  1. On the left pane, click the plus sign to the left of the icon of the organization you created.
  2. Click the CcCase icon, right click and click Insert Escalation Rule. The Insert Escalation Rule dialog box is opened
  3. Enter, New Case Queued, in the Rule Name field. 
  4. Click the Template Rule field, click List and select New Case in Queue.
  5. Enter today's date in the Effective From field.
  6. Enter the date a year from now in the Effective To field.
  7. Enter 1 in the Priority field.
  8. Click the Enabled check box.
  9. Click Ok.

Define Notification

  1. On the left pane, click the plus sign to the left of the organization you created.
  2. Click the plus sign to the left of the CcCase icon.
  3. Right click on the New Case Queued icon and click Insert Notification. The Insert Notification dialog box is opened.
  4. Enter, New Case in Queue, in the Notification Name field.
  5. Click the Receivers field, click List and select queue members.
  6. Click Ok.
  7. Select the E-mail check box.
  8. Enter zero  (0) in the Delay field.
  9. Select, Working Calendar in the Calen. Function field.
  10. Enter today's date in the Effective From field.
  11. Enter the date a year from now in the Effective To field.  
  12. Select the Recurring check box.
  13. Enter the value 5 in the Interval(h) field.
  14. Select the Enabled check box.
  15. Enter, New Case ID &CASE_LOCAL_ID - in &QUEUE queue, in the Subject field.
  16. Enter, Case ID : &CASE_LOCAL_ID, in the Message field.
  17. Click Enter and type Case Title: &TITLE, in the Message field.
  18. Click Enter and type Severity : &SEVERITY, in the Message field.
  19. Click Enter twice and type Event : Case ID &CASE_LOCAL_ID has been queued to &QUEUE, in the Message field.
  20. Click Enter twice and type Hyperlink : http://<my_webserver>/b2e/callcw/CcCaseDetail.page?CASE_LOCAL_ID=&CASE_LOCAL_ID, in the Message field..
  21. Click Ok.

Define Dispatch

  1. On the left pane, click the plus sign to the left of the organization you created.
  2. Click the plus sign to the left of the CcCase icon.
  3. Right click on the New Case Queued icon and click Insert Dispatch. The Insert Dispatch dialog box is opened.
  4. Enter, Dispatch New Case to Queue, in the Name field.
  5. Enter today's date in the Effective From field.
  6. Enter the date a year from now in the Effective To field.
  7. Select the Enabled check box.
  8. Use List to select the organization that you defined in the Organization field.
  9. Use List to select the queue that you defined in the Queue field.
  10. Select the Open Dispatch Dialog check box.
  11. Enter Case Dispatched to Queue in the Message field.
  12. Click Ok.