Navigation:  Helpdesk > Configuration > Escalations > Available escalations

Version 1.0.0

In this window you can manage your different escalations. Escalations serve to emphasize tickets with certain characteristics to process them quickly. In this way, the status of the tickets can be increased through escalations, emails can be dispatched or assignees can be notified.

 

With the Add, Edit and Delete buttons, you can manage the available escalations. If you click on an available escalation in the left-hand list, their properties are displayed to the right in the matching fields. This provides you with a quick overview.

 

Add escalation

To create a new escalation, click the Add button. In the wizard that opens, enter in the first step a name and a description of escalation. If you check the Enable checkbox, you can decide if this escalation should be used subsequently, or if it should be saved at first as a kind of draft.

 

 

In the following step, you can select the tickets to which this escalation should apply with a filter. You can use all fields of a ticket as possible filters. These filters work similar to those which can be used in queries. Information on the use of filters can be found at Create a new query.

 

 

In the last step, you can assign the escalated ticket per escalation level to one or more actions. The escalation levels follow timewise the date of creation or the date of the most recent modification of the ticket. A maximum of five levels are available:

 

 

By default, only the first level is active. To use more levels, activate them by checking the Enabled checkbox. Higher levels can only be unlocked if all lower level are also enabled.

 

Make sure to use a logical sequence when you combine the options Date of creation and Most recent modification, as you might otherwise reach escalation level 3 before escalation level 2.

 

First specify after how many Hours/Days this escalation level will be reached and if this is to occur after the Date of creation/Most recent modification. Then you can select different actions: Notify assignee, Email to and Set priority. Select the actions of the checkboxes in the corresponding drop-down box. Depending on your choice, the fields related to the action will be displayed.

 

Add escalation level

 

With Change priority you can set the priority in such a way that you this ticket is shown, e.g. in a matching query, or that it can also accept a further defined escalation of this ticket.

 

About E-mail to You can leave automatically send an e-mail at achieving this escalation level. Do this, enter the recipient in the appropriate field. If several people received this email, please separate each address by a semicolon.

You can use the check box Individual e-mail using a predefined e-mail leave (see Email templates). If you have two additional fields will disable this checkbox visible underneath, where you can assign the transmitted e-mail a separate subject and its own text. In your e-mail ACMP own variables can be used (see Use of variables).

 

Notify editors , Notify users and Notify group are other choices. In this case, the default e-mail will be sent (see Email templates). In the Notify User / Group option, you must also select the recipients.

 

Click on the configuration of the escalation level, click Finish to create this escalation.

 

Edit escalation

To edit a scale escalation, select it and click the corresponding button. This opens the same wizard as when creating an escalation, the existing parameters are already registered. Navigate through the wizard and change the relevant passages from. Then save your changes using the Save icon.

 

Clear escalation

To delete an existing escalation, select it and click the Delete button. Confirm the security prompt to delete the escalation.