Setting up Escalation Tasks

For each priority code that you define, set up a set of escalation tasks to be used when an incident is assigned a priority code.

Specify this information on the Escalation Tasks form:

1. In the header area, specify this information:

   Priority Code

   Select the priority code for which you are setting up the escalation task.

   Sequence

   Description

   Specify a description of the Escalation Task that you want to display in the Escalation Log.

   Basis

   Frequency

   Select the frequency for the escalation task. For recurring tasks, specify the duration between notifications and the measure in which it is evaluated.

2. If you specify information in the Email tab, and if the Application Event Service is configured on your system, the Escalation Utility will send escalation notifications to your e-mail server. Specify this information about the message and its recipients:

   Send Email Notification

   Select this check box to have an email sent when the incident escalation rule are met.

   Recipient(s)

   Select the check box for each partner to be notified when the incident escalation rules has been met. The email address assigned on the Partners form is used (if related to a partner). The primary email address on the Users form is used for the Salesperson.

   Subject

   Specify a brief summary of the email.

   Body

   The main text of the email.

   NOTE: SQL-based substitutions for sending dynamic data (#table.field#) into an e-mail message is supported. A few aliases are also supported (#table_alias.field#) to distinguish foreign keys to the same records; owner and ssr (fs_partner references). In the example below, the "Subject" uses SQL substitutions and "Body" uses a predefined alias call.
   EXAMPLE:
   Subject: This notification is in regard to Incident: #fs_incident.inc_num#, #fs_incident.description#
   Body: Partner #owner.name# has not performed the follow-up for #customer.name#.

3. In the Text/Pager tab, select whether you want to send a text message or pager message, then specify this information:

   Recipient(s)

   Select the check box for each partner to be notified when the incident escalation rules has been met.

   Text Content

   Specify the information to be sent in the text message.

4. In the Other tab, specify this information:

   Change Owner

   Select this check box to have the owner of the incident be changed to the specified partner for an escalated incident.

   Change Status Code

   Select this check box to have the incident status changed to the selected status code for an escalated incident.

   Create Event

   Select this check box to create an event with the chosen event code for the incident when the escalation rule is met.

   Change Priority Code

   Select this check box to have the incident priority code changed to the chosen code for an escalated incident.

5. In the Additional Rules tab, each of the rules fields let you include or exclude specific codes. Escalation tasks are assigned to each incident based on the priority code; however, not all tasks will be activated. If the criteria specified here is not met, then the escalation tasks are set to inactive on the Incidents form. Specify this information:

   Department

   Select the department out of which the partner works.

   Owner

   Select the partner identification responsible for the Incident, Event, SRO, etc.

   Status Code

   Specify a user-defined name to signify the service status code.

   SSR

   SSR is an abbreviation for Service Support Representative. The SSR is the call center or support person that logs the incident. The default value is based on the user id of the person logged on to the system.

   Item

   The item number is displayed.

   Incident

   The incident number is displayed.

   Notes about this tab:

   • If more than one code is required, build a comma-separated list.
   • This solution supports wildcard string replacement with the use of the asterisk character (*).
   • All rules fields must evaluate to true in order for the escalation tasks to be active on the incident where the rule applies.

   These examples show how to use the rules fields:

   • If the escalation task should only be active for the Service and Billing departments, the Department field contains this value:
     Service, Billing
   • If the escalation task should only be active for incidents prefixed with 'Wrk' or 'Rewrk', the Incident field contains this value:
     Wrk*, Rewrk*
   • If the escalation task should only be active for items suffixed with '2006' or '2007', the Item field contains this value:
     *2006, *2007

Related Topics

About Incident Escalation

Setting up the System for Incidents