Creating escalation rules for service levels
Escalation rules can be created for each service level. Rules can be created to auto-assign Issues, change the priority or status, send email notification, and more. An unlimited number of escalation rules can be created for each service level.
To create an escalation rule, select Workspace | Administration | Service Level Agreements. Under Existing Service Level Agreements, select Add a New Escalation under the desired service level. The escalation setup page is displayed. For more information, refer to Escalation.
For example, if requests from "Gold" level users should be escalated to high priority immediately and assigned to the Workspace Administrator, you might create the following escalation:
- Name:Gold Level
- Escalation On/Off: Select On.
- Escalation Time: Check Instant Escalation.
- Actions:
- Send Email to Workspace Administrator
- Priority—Change to High
- Color code—Red
- Status—Change to Open (assuming Issues may be submitted by Customers as Requests or may be entered by an internal user)
- Assignment—Re-assign to Workspace Administrator.
- Criteria: Status=”Request” or “Open” (highlight both), Service Level=Gold
Now all new Requests and Issues submitted where the SLA level is Gold in the Address Book will immediately receive a priority of High and are assigned to the Workspace Administrator. The Administrator also receives an email (or page) and the Issue appears in red on the FootPrints Homepage.
One or more escalation rules can be made for each service level (or no rules can be created). If you want an Issue’s priority to escalate as the Issue ages, you can create multiple rules based on age using the re-escalate Issue checkbox.