This documentation supports the 18.08 version of Remedy Action Request System.

To view the latest version, select the version from the Product version menu.

Creating More Information escalations

Use the More Info Escalations tab to configure settings that control notifications when a More Information request has been waiting too long without response. For example, you can set up a notification to be sent when a More Information request has been outstanding for two days.

To enter More Information escalations

  1. Open the Process Definition form if it is not already open. See Creating a process.
  2. On the More Info Escalations tab, select or enter the names of the business calendar and the holiday calendar you want to use for More Information Escalation notifications.
    These names must match existing schedule names from the Business Time Workdays or Business Time Holidays forms. For information about setting up business times, see the Defining business schedules using Business Time.
  3. If you want to send notifications when a signature line has been outstanding (in any state) for too long, specify the Notifications: Still Outstanding parameters:
    1. Enter a number in the First Interval field to indicate when you want the first notification sent, and select the item that this number represents for the Unit list.
      For example, if you want the first notification sent two days after the approval request enters the More Information state, enter a 2 in the First Interval field and select Days from the Unit list.
    2. If you want a second notification, enter a number in the Repeat Interval field and select the item that this number represents from the Unit list.
  4. Click Save.
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