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, 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, case 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

  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.
  3. Select the relevant logical unit, right-click and then click Insert Escalation Rule.
  4. Enter a name in the Rule Name field.
  5. 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.
  6. Optionally, enter dates in the Effective From and Effective To fields.
  7. Enter a value in the Priority field.
  8. Optionally, select the Enabled check box to make the rule available for use.
  9. 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.