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.

  1. In the header area on the Escalation Tasks form, specify this information:
    Priority Code
    Select the priority code for which you are setting up the escalation task.
    Sequence
    Specify the sequence.
    Description
    Specify a description of the Escalation Task to display in the Escalation Log.
    Basis
    See 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 email 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 email 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. For 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 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.
  6. Save the record.

Notes about the Additional Rules 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 fields on the Additional Rules tab:

  • 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
  • If the escalation task should only be active for the Service and Billing departments, the Department field contains this value: Service, Billing
Related topics
About Incident Escalation
Setting up the System for Incidents