Insert/Modify Escalation Rule

[About Event Escalation] [To Event Escalation]

Usage

Use this dialog box to enter or modify an escalation rule for a particular logical unit. Escalation rules must be selected from pre-defined template rules. These escalation rules can be used to send notifications to call center personnel.

For example, table below shows valid values for the parameter Event.

Parameter Logical Unit Values
Event
CcCase
CcCaseTask
Accept
Dispatch
Cancel
Close
ReOpen
Complete
Reject
Steal (same as Take Ownership)
CcCaseSolution Accept
Dispatch
Cancel
Close
ReOpen
Complete
Reject
Steal (same as Take Ownership)
Approve
Decline

 

 

Activity Diagrams

Event Escalation

Activities

Define Escalation Rule