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
- Click the LU Name field and populate the
window (F2). The LU Name field will have the value CcCase by default.
- Click the
Template Rules tab.
- Select a row on the lower table and double click on
it. The Insert Template Rule dialog box is opened.
- Enter New Case in Queue in the Rule Name
field.
- Click the Start Event ID field and click List.
The Start Event ID dialog box is opened.
- Double click on the row with the value
CASE_MODIFIED in the Event ID field.
- Select the equals(=) sign in the Operator
field corresponding to the EVENT value in the Parameter field.
- Enter Dispatch in the Value field
corresponding to EVENT.
- Select the equals(=) sign in the Operator
field corresponding to the NEW_STATE value in the Parameter field.
- Enter Queued in the Value field corresponding
to NEW_STATE.
- Select the equals(=) sign in the Operator
field corresponding to the OLD_STATE value in the Parameter field.
- Enter New in the Value field corresponding to
OLD_STATE.
- Click the End Event ID field and click List.
The End Event ID dialog box is opened.
- Double click on the row with the value
CASE_MODIFIED in the Event ID field.
- Select the not equals(!=) sign in the Operator
field corresponding to the NEW_STATE value in the Parameter field.
- Enter Queued in the Value field corresponding
to NEW_STATE.
- 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
- 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
- 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
- On the left pane, click the plus sign to the left of
the icon of the organization you created.
- Click the CcCase icon, right click and click Insert
Escalation Rule. The
Insert Escalation Rule dialog box is
opened
- Enter, New Case Queued, in the Rule Name field.
- Click the Template Rule field, click List
and select New Case in Queue.
- Enter today's date in the Effective From
field.
- Enter the date a year from now in the Effective
To field.
- Enter 1 in the Priority field.
- Click the Enabled check box.
- Click Ok.
Define Notification
- On the left pane, click the plus sign to the left of
the organization you created.
- Click the plus sign to the left of the CcCase
icon.
- Right click on the New Case Queued icon and click Insert
Notification. The Insert Notification dialog box is
opened.
- Enter, New Case in Queue, in the Notification Name
field.
- Click the Receivers field, click List
and select queue members.
- Click Ok.
- Select the E-mail check box.
- Enter zero (0) in the Delay field.
- Select, Working Calendar in the Calen. Function field.
- Enter today's date in the Effective From
field.
- Enter the date a year from now in the Effective
To field.
- Select the Recurring check box.
- Enter the value 5 in the Interval(h)
field.
- Select the Enabled check box.
- Enter, New Case ID &CASE_LOCAL_ID - in &QUEUE queue, in the Subject
field.
- Enter, Case ID : &CASE_LOCAL_ID,
in the Message field.
- Click Enter and type Case Title: &TITLE, in the Message field.
- Click Enter and type Severity : &SEVERITY, in
the Message field.
- Click Enter twice and type Event : Case ID &CASE_LOCAL_ID
has been queued to &QUEUE, in the Message field.
- Click Enter twice and type Hyperlink : http://<my_webserver>/b2e/callcw/CcCaseDetail.page?CASE_LOCAL_ID=&CASE_LOCAL_ID,
in the Message field..
- Click Ok.
Define Dispatch
- On the left pane, click the plus sign to the left of
the organization you created.
- Click the plus sign to the left of the CcCase
icon.
- Right click on the New Case Queued icon and click Insert
Dispatch. The Insert Dispatch dialog box is
opened.
- Enter, Dispatch New Case to Queue, in the Name
field.
- Enter today's date in the Effective From
field.
- Enter the date a year from now in the Effective
To field.
- Select the Enabled check box.
- Use List to select the organization that
you defined in the Organization field.
- Use List to select the queue that you
defined in the Queue field.
- Select the Open Dispatch Dialog check box.
- Enter Case Dispatched to Queue in the Message
field.
- Click Ok.