Creating Escalation Rule
This functionality allows the Administrator to create escalation rules so that notifications are sent and, if needed, to escalate tickets to another executor group for its timely and proper attendance, therefore preventing any delay. This feature provides a variety of actions, such as adding, changing, and deleting escalation rules.
Before getting started
To create escalation rules, it's necessary to set the parameter 190 with value Y, and previously register the contracts, employees, groups, services portfolios and the automatic action of escalation type.
In the file application.ini, it's necessary configure the properties START_MONITORA_INCIDENTES informing the parameter TRUE (only the operating system administrator of the application server makes this adjustment).
Procedure
- Access the functionality Escalation Rules through the main menu Processes > Request and Incident Management > Escalation rules;
- Click on "New";
- Enter the general data of the Escalation Rule (Title, Status, Requester, the attendance Executor Group, Portfolio and Contract to be linked to rule, and impact and urgency of ticket attendance);
- Enter the specific data about the Escalation Rule:
Field | Objective |
|---|---|
Action | Link the type of automatic action to the new rule |
Condition | Define if the time set is before or after the SLA time mark is met |
Date | Select the date of reference rule (the date of its creation, date of last occurrence or its limit date) |
Format | Enter if the rule is applied based on minutes passed or percentage of total SLA time |
Time | Enter the deadline for the escalation/notification of the ticket |