– Escalation Rules Details
– Actions
This section allows you to specify a title for your Escalation Rule and assign it an appropriate SLA Plan taking into whose consideration the rule should be executed for Overdue tickets.
Rule Title: Specify a suitable title for your Escalation Rule. For better understanding and explanation I have titled my Escalation Rule as ‘Unattended’.
SLA Plan: Choose an appropriate SLA Plan for this Escalation Rule from the adjacent drop down list. Tickets assigned to this SLA Plan shall be escalated as per this rule.
Specify the actions the system should take when this Escalated Rule is executed for an Overdue ticket.
Assign to Staff: Choose the Staff User to whom the ticket should be assigned to after it is escalated by the system. If you do not wish to change the Staff User to whom the ticket was originally assigned to, you can choose the option ‘–No Change –’ from the drop down list.
Move to Department: Choose the Department to which the ticket should be moved to after it is escalated by the system. If you do not wish to change the Department in which the ticket originally exist, you can choose the option ‘–No Change –’ from the drop down list.
Change Priority: Choose the Priority to which the ticket should be changed to after it is escalated by the system. If you do not wish to change the original ticket priority, you can choose the option ‘–No Change –’ from the drop down list.
Change Ticket Status: Choose the Status to which the ticket should be changed to after it is escalated by the system. If you do not wish to change the original ticket status, you can choose the option ‘–No Change –’ from the drop down list.
Once you have set the section according to your choice, click on the Insert Rule tab to insert the Escalation Rule. Once you have saved the Rule, the software shall notify with the message ‘Escalation Rule “Unattended” (Rule Title) Inserted Successfully‘ and shall forward you to the Manage Rules section which is explained in detail in the later part of the manual.