Creating Escalation Policies

Updated in 8.7

To create a new Escalation Policy for Ticket, Change Request or Approval Request, follow the instructions below.

INFO: For information on Business Policies, see Business Policies.

  1. From the Sidebar, navigate to Customization > Service Desk > Objects > Workflow > Business Policies.
  2. Click New > Escalation. The Object Escalation dialog box opens.
  3. In the Name field, type the policy name.
  4. Optional: Enter a description in the Description field.

    NOTE: Keep the Enabled check box selected. Otherwise, this policy will not fire.

  5. Under When, specify your condition for the escalation. Escalation conditions consist of 2 parts:
    • Time interval rules here you specify matching criteria that involve time calculations to identify a subset of objects that fall within a particular time frame. For example, Tickets with only one hour left before their Due Date.
    • Value based matching rules here you specify matching criteria that allow you to compare field values with a specific constant or with a macro. This section is optional, it can be turned off.

    1. Select one of the following options for checking the state of a Object's date field:
      • To escalate the Object after a period of time past a certain date, click More than [Time] have passed since [Date] and specify the time interval and the Object’s date field.
      • To escalate the Object within a period of time before a certain date, click Less than [Time] remain until [Date] and specify the time interval and the Object’s date field.
    2. If you want to specify a condition based on Ticket fields' values, select the check box next to Matches [all/any] of the following rules. This enables you to add rules and specify the logic for connecting them (all or any), if you are going to create more than one rule.
      1. Select a Object field or a macrowhose value should be checked.
      2. Select the operator. The field type determines what operators will be available. Some operators let you compare the chosen field's value to another value (such as: equals, is less than, is covered by calendar, etc.), others simply check the field's value (such as: is not blank, is unique, etc.).
      3. If you chose a comparison operator, specify the value to compare the field's value with.

        To add another rule, click the plus button and repeat the steps above. To remove a rule, click the minus button next to the rule.

      4. If you want to add a new group of rules, click the ellipsis button. A new line with the default all logic operator appears. To apply the any logic, select any from the list.

        Repeat steps Creating Escalation Policies-Creating Escalation Policies to add other rules to the group as needed.

  6. Under Then, specify how to update Object fields when the condition becomes true and the Object is escalated. The policy can update the following fields: Assignee, Status, Priority.
  7. If you want to generate a notification when the Ticket is escalated, select the Send e-mail notification check box. The E-mail Notification dialog box opens up.

    INFO: For instructions, see Customizing E-mail Notifications.

  8. If you want to generate a Push notification when the Ticket is escalated, select the Push notification check box. The Push Notification dialog box opens up.

    INFO: For instructions, see Customizing Push Notifications.

  9. Click OK.