Escalation levels

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For each request priority you can define one or more escalation levels, so that the system forwards the enquiry further through the organization if it has not been read or handled within a specified time.

Note

If this option is not visible, you have insufficient rights for this function. Contact your system administrator for more information.

How to define new levels

  1. Click the Requests button in the navigator and select the Priorities tab.

  2. Select a priority for which you want to create escalation levels.

  3. Select the Escalation levels tab.

  4. Click the Add button. You are now creating the first escalation level.

  5. Enter the following information:

    • Occurs after
    • Reassign to
    • Run script

    Details about each field are specified below.

  6. Under Send reply template, you can define who should receive an email and SMS when this escalation level is triggered.

    Select the checkboxes for Email or SMS next to each recipient, and select the relevant reply template. If you select Others, you must enter the relevant email addresses (use commas) and phone numbers in the fields below.

    Note

    If the Send reply template by SMS to tab is not displayed, this means that SMS has not been enabled for the license you are using. Contact your system administrator for more information.

  7. Click Save.

  8. Repeat these steps to create additional escalation levels.

  9. If you created multiple escalation levels, you can define the order in which they should occur using the arrow buttons below the list of escalation levels.

Escalation settings

Setting Description
Priority The priority you want to link the escalation level to.
Occurs after How much time must pass before this escalation level is enabled. If the priority is defined to have its escalation comply with the time frame, that will affect the time entered here. A priority with a time frame of Monday to Friday, 09.00 to 17.00 and first escalation level after 2 hours, would, for example, be escalated at 10.00 on Monday, if the request was registered at 16.00 on the preceding Friday.
Reassign to If you want the request to be forwarded to another user when this escalation level occurs, check here. Then select the user you require in the list.
Run script If you want a script to be run when this escalation level occurs, check here. Then select the script you require in the list.

Reply template settings

Setting Description
Contact If checked, the reply template specified in the field to the right is sent to the contact for the request when this escalation level occurs. Select the required reply template in the list.
Request owner If checked, the reply template specified in the field to the right is sent to the owner of the request when this escalation level occurs. Select the required reply template in the list.
Category administrator If checked, the reply template specified in the field to the right is sent to the category administrator when this escalation level occurs. Select the required reply template in the list.
Others If checked, the reply template specified in the field to the right is sent to the email address(es) entered in the field below. Select the required reply template in the list.
Email address Here you enter the email address which the reply template in the Others field should be sent to. You can enter several addresses by separating them with commas.

Delete escalation level

  1. Select the escalation level you want to delete.
  2. Click the Delete button at the bottom of the screen.