This activity is used to define an escalation rule. An escalation rule is a defined set of parameters. It is used to send notifications to recipients and to execute dispatches, depending on the action or the absence of an action on a case, case task, or global solution. A notification is in the form of an e-mail message or SMS. You can create rules to trigger such notifications in advance, after a delay, or in real time. Dispatches are used to automatically dispatch cases, case tasks and global solutions to specific support queues. Escalation rules make sure that no cases will be forgotten and that stalled working objects will be attended to as necessary. You can specify rules for three logical units: CcCase, CcCaseSolution, and CcCaseTask. Every escalation rule must be defined from a template rule.
When Template Rule is selected, the start and end conditions of the template will be shown in blue. You cannot modify the template values, but you can enter additional conditions if required. These values are not case sensitive and can contain several values separated by semi colons. You can also use the wild card (%) in a value. Date values should be entered in the standard format used throughout the application.
Examples:
Condition CATEGORY = Error;Request
allows a case in the Error or Request status to enable the event.
Condition CUSTOMER_NO = A% allows a case having a customer number
starting with A to enable the event.
Examples:-
Start Event ID : CASE_MODIFIED
Start
Condition :
OLD_STATE = ""
NEW_STATE = New
CUSTOMER_NO
= ABC
This rule will be activated when a new case is created for customer
ABC.
Start Event ID : CASE_MODIFIED
Start Condition :
OLD_STATE
= New
NEW_STATE = Queued
CUSTOMER_NO = ABC
This rule will be activated
when a new case for customer ABC is dispatched to a support queue.
The value to be entered in the Template Rule field must have been specified in the Escalation Handler Basic Data/Template Rules tab.
As a result of this activity, the rules defined here can be used to send notifications to persons connected to the case, case solution, or case task as defined. When a work item fulfils the conditions of more than one escalation rule, the rule with the lowest numerical value in the Priority field will be executed.