Define Dispatch

Explanation

Use this activity to insert a dispatch for an escalation rule. Dispatches are used together with the escalation rule under which it has been defined, to automatically dispatch cases, case tasks and global solutions to specific support queues, based on several conditions. If you select the Open Dispatch Dialog check box, the dispatch dialog will open when the condition is met, pre-prompting the dispatch information. If not, an automatic dispatch will be performed without a dialog box being opened. Each dispatch is defined for a specific support organization.

Prerequisites

To perform this activity, an escalation rule must first be defined.

System Effects

Cases, case tasks and global solutions will automatically be dispatched, according to rules built on multiple condition parameters.

Window

Escalation Rules

Related Window Descriptions

Escalation Rules
Insert Dispatch

Procedure

1. Open the Explore Escalation Rules window.
2. On the left pane of the navigator, expand the organization for which you want to define an escalation rule and then expand the relevant logical unit.
3. Select the relevant escalation rule, right-click and then click Insert Dispatch. The Insert Dispatch dialog box opens.
4. Enter a suitable value in the Name field.
5. Enter dates in the Effective From and Effective To fields.
6. Enter a value in the Organization and Queue fields. Use List to select a suitable value.
7. Select the Open Dispatch Dialog check box if necessary.
8. Optionally, enter a note in the Message field.
9. Click OK.