Configuring escalation with actions

Escalations:

• Broadcast Message: Displays pop-up notification to the user and displays pop-up notification to the Assignees of each issue.
• Priority: Moves the priority x steps towards lowest/highest priority.
• Edit Workspace or Address Book fields: PROJID is variable.
• External Action: PROJID is variable.
• Edit Workspace or Address Book Fields: The Current Date option is provided for Date field.
• Create proposed CI and implement proposed CI changes
• Cross-Workspace and Copy Issue to Workspace: This action has Include Related Subtask option.
• Delete Attachments
• Send a Customer Satisfaction Survey

Business Rules:

• Broadcast message is implemented, but only supports sending to all users of a role type. It does not support sending to individual agents or Assignees.
• It is possible to set a value for the Priority field in version 12.0 Set Field Value, but the option for moving the priority x steps towards the lowest/highest is not implemented.
• The corresponding action is called Set Field Value, but the variable for the workspace ID in not supported.
• The variable for workspace ID is not supported.
• The Current Date option for the Set Field Value is not implemented.
• The ability to propose new CI and propose changes to existing CI is not implemented.
• The copy tickets action is performed with the Create new record action and supports the Cross-Workspace copying. But the action does not support the ability to copy the ticket's related subtasks.
• Delete Attachments is not implemented.
• The Send a Customer Satisfaction Survey is implemented as the business rule action Send Survey Email. However, surveys are currently not migrated and hence, the action is not migrated.

Broadcasting Message to individual users

• In version 12.0, all recipients (agents, administrators, and customers) are supported by the action Broadcast message. 
• You might consider using the Send Email to action which contains a vast selection of recipients to alert individual user for sending the information.
  The following image displays recipient list in Broadcast Message.
  
  Navigate to Administration > Workspaces > (workspace) > Record Definitions > (item) > Business Rules.

Moving Priority X steps toward lowest/highest priority

You can create multiple rules with the Set field value action, which means a rule for each Priority step. Each rule effectively accomplishes - if Priority is N, then move Priority to N+1 (or N-1). Each rule has the same parameters as the original migrated escalation, except with additional criteria and actions to check the current Priority value and move the value accordingly. Configure the following rule:

• Trigger: same trigger
• Criteria: same conditions+ additional condition:
  
  • Priority is equal to value
  • Action: Set field value; Method: Set field value; Priority: new value

Edit Workspace or Address Book fields with PROJID variable

External action with PROJID variable

Edit Workspace or Address Book fields with 'current date' option for Date fields

• The Current Date is not yet available in FootPrints In version 12.0. You can use the Set field value action to edit a Date field. 
• There is no suggested workaround for Date fields. Consider the following points, if your rule is triggered on create or on update.
  Use a Date-Time field rather than a Date field. Then the rule could copy the date from the Updated On field to the Date-Time field.
  The Updated On field is updated automatically by the system when the ticket is created/edited. Hence, it would contain the current date, which is the date of the create/edit that triggered the rule.
  The following rule configuration might accomplish storing the current date in a Date-Time field:
  
  Trigger: any on create or on update trigger
  Criteria: conditions
  Action: Set field value; Method: Copy from another field; Field: Date-Time Field; Copy from field:
  Updated On

Create proposed CIs and Implement proposed CI changes

Cross-workspace copy of ticket and related subtasks

• The following image displays the options available in FootPrints 11.0.
  
  
• In FootPrints version 12.0, you can use the Create new record action to copy or move the current ticket in cross-workspace. You can also accomplish the dynamic linking by selecting the option Related Tickets (Dynamic).
  The following image displays Create new record action. 
  
  
• When FootPrints version 11.0 escalation is migrated to FootPrints version 12.0 rule that handles the copy/move/link functionality, it does not handle copying related subtasks for a master ticket. However, the function of copying/moving related subtasks across workspaces will likely be needed much less since the FootPrints version 12.0 has the ability to have subtasks across workspaces.  This allows a master and its subtasks to originate in the appropriate (possibly different) workspaces.
• Reasses your business needs and consider following points to include related subtasks in the cross-workspace copy.
  • You can create a separate rule to copy the subtasks. For more information, see Business Rules (which link exactly) particularly the Generic linking criteria and the Create new record action and its associated options.

  • You can copy important information from certain subtask fields into a multi-line text field in the subtask. You can then copy the information from this field into a corresponding field in the master.
    Use following configuration to achieve this task.
    Note: The configuration can work only if the master and subtasks have different ticket definitions. This is not possible in FootPrints version 11.0 and hence, in migration, master and subtasks always have the same ticket type.

  • Configure separate ticket types for masters and subtasks to proceed with this solution. Consider this solution carefully since, it is not ideal and requires analyzing and understanding the ramifications of having separate ticket types for masters and subtasks. Understand each of the configuration areas utilized and associated concepts. (Which Help system is to be referred?). Proceed with following steps after configuring separate ticket types, subtask and master ticket.

  1. To create a new Text area field Info Field in the subtask ticket, navigate to Administration > Workspaces > (workspace) > Record Definitions > (subtask ticket) > Fields.

  2. Place the field on the applicable forms. Navigate to Administration > Workspaces > (workspace) > Record Definitions > (subtask ticket) > Forms.

  3. To create a rule for the subtask ticket,, navigate to Administration > Workspaces > (workspace) > Record Definitions > (subtask ticket) > Business Rules.

     • Trigger: triggers
     • Criteria: conditions
     • Action: Set field value.
     • Method: Set field value.
     • Field: Info Field.
     • Value: text value using variables for subtask fields containing important information.

  4. To create a new text area field with the same name in the master ticket, enable journaling, and place it on the applicable forms.
     Navigate to Administration > Workspaces > (workspace) > Record Definitions > (master ticket) > Fields.

  5. To create a rule in the master ticket, navigate to Administration > Workspaces > (workspace) > Record Definitions > (master ticket) > Business Rules.

     • Trigger: On Linked Item Update.

     • Link type: Master/Subtask: Subtask

     • Criteria: conditions

     • Action: Set field value.

     • Method: Copy field value from linked.

     • Field: Info Field

  6. With this configuration, information from the subtasks is copied into the master’s journaling field Info field. The original migrated rule for handling the Cross-Workspace then copies and moves all the master information, including this Info field, from the original master to the new master.

Delete attachments

Send a customer satisfaction survey