To add a user to an estate management escalation rule

The procedure to add a user to an estate management escalation rule is as follows:

1. Navigate to Quick Menu > System > Cases and Tasks > Escalation Rules. The System Case Escalation Rule Configuration window is displayed.
2. Expand the Estate Management classification heading and select an escalation rule from the alphabetical list, or type its name into the Search Escalation Group field. By default the list is filtered to show Current escalation rules. An alternative filter can be applied using the Select view drop-down field: Expired, Future or All combinations 1.
3. Click on Groups. The Groups tab is activated.
4. Click on New User. The Escalation window is displayed.
5. Using the User drop-down field, select the desired user account for membership of the estate management escalation group rule.
6. Choose an Effective from date for this assigned user i.e. the date on which their inclusion in the rule becomes active 2.
7. Choose an Effective to date to automatically deactivate the user membership on a specific date in the future; a blank field means their inclusion within the rule will remain in perpetuity.
8. Click on Confirm. The assigned user is displayed in the Escalation Group Users summary table 3.
9. Click on Save.

Note

1 The Search Escalation Group field will match against any element of the escalation rule description.

2 The Effective from date defaults to the current system date and cannot be left blank.

3 To remove the assigned user, change the Effective to date to be in the past.

See related topics...

Estate management escalation rule maintenance overview

To add a role to an estate management escalation rule

To create a new estate management escalation rule