To create a new support provision escalation rule

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The procedure to create a new support provision 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. Click on New Escalation Rule 1. All fields are activated ready for data entry.
  3. Enter a Description for the support provision escalation rule into the field provided 2.
  4. Using the Classification drop-down field, select the specific parameter value of Support.
  5. Using the Escalation type drop-down field, select the parameter value appropriate for the escalation rule i.e. Amber Warning, Follow On or SLA Missed.
  6. If, on reaching the SLA checkpoint, a specific communication is required to the support provision case owner, activate the Send communication to owner tick box and choose the relevant Owner communication definition using the corresponding spy-glass icon (). The Communication Search window is displayed, ready to locate the desired communication: (a) Enter sufficient communication definition details into the search fields provided; (b) Click on Search - The Communication Search Result window is displayed, returning all possible matches; (c) Activate the Select tick box against the row containing the exact record match or use Refine Search to enter alternative criteria; (d) Click on Confirm - The selected communication definition is displayed in the corresponding field.
  7. If, on reaching the SLA checkpoint, a specific communication is required to the group of which the support provision case owner is a member, activate the Send communication to group tick box and choose the relevant Group communication definition using the corresponding spy-glass icon (). The Communication Search window is displayed, ready to locate the desired communication: (a) Enter sufficient communication definition details into the search fields provided; (b) Click on Search - The Communication Search Result window is displayed, returning all possible matches; (c) Activate the Select tick box against the row containing the exact record match or use Refine Search to enter alternative criteria; (d) Click on Confirm - The selected communication definition is displayed in the corresponding field.
  8. Where a group-wide notification is required on reaching the SLA checkpoint, activate the Escalate to group tick box provided.
  9. Using the Follow on escalation rule drop-down field, select the appropriate rule to be applied in the instance where an escalated case or task is still outstanding after a defined period 3.
  10. Using the Follow on lag period unit drop-down field, select an appropriate duration parameter to control the elapsed period before the follow on rule is triggered e.g. Minutes, Days, Weeks, Months. Similarly, enter the corresponding Follow on lag period value into the field provided i.e. the Follow on lag period unit multiplier 4. The Up and Down arrows are available to increment or decrement the value, as required.
  11. Using the Companies drop-down field, multi-select all companies for which this support provision escalation rule is relevant, or choose the All option, as required 1.
  12. Choose an Effective from date for this support provision escalation rule i.e. the date on which it came into effect 5.
  13. Choose an Effective to date if the support provision escalation rule is to be reviewed on a specific date or to capture a change of circumstances; a blank field means the support provision escalation rule will never expire.
  14. Click on Save 6.


Tip

1 Where only a small number of parameter values are not required, activate the All tick box first and then deselect individual items from the full list, as appropriate; the All tick box will be automatically removed once an item is deselected.

Note

1 Upon first access, all fields are automatically activated ready for data entry; hence the New Escalation Rule button is inactive.

2 System validation checks ensure that the description entered for each support provision escalation rule is unique for the effective period.

3 This field is activated only in the instance where an escalation type of Follow On or SLA Missed has been selected.

4 These fields are activated only in the instance where a Follow on escalation rule has been selected.

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

6 To amend the details of an existing support provision escalation rule, expand the Support classification heading and select a rule from the alphabetical list (or enter its name into the Search Escalation Group field) and repeat steps 4 through 14. 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. Only a limited number of fields can be updated once a record has been created.


See related topics...

Support provision escalation rule maintenance overview

To add a role to a support provision escalation rule

To add a user to a support provision escalation rule

To create a new SLA target definition for a support provision classification