Configuring escalation criteria for specific issue types
This troubleshooting topic is about configuring specific issues types in escalations that were not migrated from FootPrints version 11.0 to version 12.0.
Description
The Escalations in version 11.0 of FootPrints are migrated as Rules in version 12.0. The rules are applied to all ticket types. The migrated escalation rules are disabled in version 12.0 to allow you to analyze them.
The following table describes escalation criteria in version 11.0 and 12.0 of FootPrints:
| FootPrints version 11.0 | FootPrints version 12.0 |
|---|---|
Escalations:
The following image displays escalation criteria with default configuration: | Business Rules:
The following image displays escalation criteria for issues:
|
| UI location: Administration > Workspaces > Escalation > (Escalation) > Advanced Criteria | UI location: Administration > Workspaces > (Workspace) > Record Definitions > (Ticket) > Business Rules > (Rule) > Criteria |
Resolution
To troubleshoot this issue, review and analyze your version 11.0 escalations and resulting version 12.0 rules. Determine if there is a business need for excluding certain ticket types. Based on your analysis, consider the following points to set up a version 12.0 configuration that meet your needs:
- Consider whether your purpose can be achieved without restricting the search criteria to specific types of tickets.
- You can accomplish the following combinations by using the Issue Types to Include check boxes in version 11.0 by using the rule criteria choices available in version 12.0 of FootPrints:
- Exclude Regular Issues and combine them with any other types of issues.
- Include all issue types.
- The Generic Linking criteria can be used to include Masters, Subtasks, or Global Links or any ticket that participates in a linking relationship. However, it cannot be used to explicitly exclude all tickets.
- In version 12.0, the Global field is automatically created which verifies the value to distinguish the global tickets.
- You can add a new check box field or a choice field (with Yes and No choices) to the workspace which serves as a flag for a specific type of ticket which is similar to a Global field.
For example, you can create three check box fields named - Master, Subtask and Global Link to indicate ticket type. The rule criteria can check the values of those fields. - You can add a new choice field to the workspace to indicate the type of ticket.
For example, you can use a field called Ticket Type with values Regular, Master, Subtask, Global and Global Link can be used to flag those particular tickets. - Before using the rules in a production environment, test them extensively.
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