Ticket Escalation Management | Top Previous Next

Escalations are similar to Notifications, but here you can use time dependency. Notifications are sent immediately based upon a Ticket meeting certain predefined conditions. In addition to the same criteria used in Notifications, Escalations can be sent based on a Boolean Status conditions, such as “Not Closed”, “Not Assigned” or “Not Updated” and time elapsed since the current state of the Ticket. Product Filter field can be used constraining the product when applying Escalation rules. In addition to same Recipient options as used in Notifications, you can specify any Employee or a Workgroup as a Recipient of Escalation. Furthermore, by checking the Repeat checkbox, you can specify that Escalations continue be sent (or Fired) every time the same time interval passes as long as the original conditions that triggered escalations still exist. In some cases you can create chains of Escalations: use the same conditions to create multiple Escalation records, but use increasing time elapsed for each new record to fire and use higher ranking Employees as Recipients. This will ensure that as time progresses and the Ticket will require more and more urgent attention, appropriate people will be notified accordingly. As soon as the Ticket is changed in a way that the original conditions are not met anymore, the Escalation will be reset and no more messages will be sent.