Configuring Escalation policies

Updated in 8.7

Escalation policies change object’s properties and optionally generate E-mail Notifications or Push Notifications when the Ticket, Change Request or Approval Request satisfies a specified condition. Alloy Navigator Express regularly checks this condition and escalates the Ticket, Change Request or Approval Request if the condition is true. For example, a Ticket Escalation policy may raise the Ticket priority and notify the assignee when the Ticket approaches its due date.

TIP: You can view and change the schedule for Escalation jobs in the Services > Automation Server section. For details, see Managing Automation Server jobs.

When the Ticket, Change Request or Approval Request is escalated, Alloy Navigator Express performs the specified actions such as assigning new values to Ticket, Change Request or Approval Request fields or sending e-mail messages to concerned technicians.

You configure Escalation policies in the Customization > Service Desk > Tickets > Workflow > Business Policies section as follows:

  • ClosedTo add a new Escalation policy:

    1. Click New > Escalation. The Object Escalation window opens.

    2. Type in the policy name.

    3. Optional: Type in the description.

    4. Specify the condition for the escalation:

      1. Under When, select one of the following options:

        • To escalate the Ticket, Change Request or Approval Requestafter a period of time past a certain date, click More than [Time] have passed since [Date], enter the time interval, and select the date.

        • To escalate the Ticket, Change Request or Approval Request within a period of time before a certain date, click Less than [Time] remain until [Date], enter the time interval, and select the date.

      2. Optional: If you want to specify a condition based on Ticket, Change Request or Approval Request fields' values, select the check box next to Matches [all / any] of the following rules, specify the logic for connecting the rules (all or any), and then use the plus, minus, and ellipsis buttons to add rules.

    5. Specify how to update Ticket, Change Request or Approval Request fields when the condition becomes true. The policy can update the following fields: Assignee, Status, Priority.

    6. If you want to generate a notification when the Ticket, Change Request or Approval Request is escalated, select the Send e-mail notification check box and specify the notification details using the E-mail Notification window.

    7. Click OK.

  • ClosedTo modify an Escalation policy:

    1. Double-click the Escalation to modify. The Object Escalation window opens.

    2. Change the details, as needed.

    3. Click OK.

  • ClosedTo delete an Escalation policy:

    • Select the Escalation to delete and click Delete.

Object Escalation window

You use the Object Escalation window to create a new Escalation policy or to modify its properties.

Name - the policy name.

Description - the description of the policy.

Enabled - enables the policy.

When - this section specifies the condition for the escalation. The policy condition consists of 2 parts: the first part contains time interval rules, the second part contains rules based on Ticket, Change Request or Approval Request field values. The second part is optional, it can be turned off.

More than... and Less than... - the time interval rules. These rules specify matching criteria that involve time calculations to identify a subset of Tickets that fall within a particular time frame:

More than [ Time] have passed since [ Date ] - escalates the Ticket, Change Request or Approval Request after the specified period of time past the certain date.

Less than [ Time] remain until [ Date ] - escalates the Ticket, Change Request or Approval Request within the specified period of time before the certain date.

and ticket

Matches [all / any] of the following rules - the rules based on Ticket, Change Request or Approval Request field values. These rules specify matching criteria that allow you to compare field values with a specific constant or with a macro.

This section is optional. Selecting the check box enables you to add rules and specify the logic for connecting them (all or any).

- adds a rule.

- removes a rule.

- adds a set of rules.

Then - this section specifies how to update Ticket, Change Request or Approval Request fields when the condition becomes true and the Ticket, Change Request or Approval Request is escalated:

Re-assign ticket to [ Technician ] - assigns the Ticket, Change Request or Approval Request to a new technician.

Change status to [ Ticket Status Value ] - changes the Ticket, Change Request or Approval Request status.

Change priority to[ Ticket Priority Value ] - changes the Ticket, Change Request or Approval Request priority.

Send e-mail notification - lets you configure a custom E-mail Notification that will be generated by the Ticket, Change Request or Approval Request escalation. Selecting this check box brings up the E-mail Notification window, where you can specify the notification details.

Edit - opens the E-mail Notification window, where you can modify the details of your custom notification.

Push notification - lets you configure a custom Push Notification that will be generated by the Ticket, Change Request or Approval Request escalation. Selecting this check box brings up the Push Notification window, where you can specify the notification details.

Edit - opens the Push Notification window, where you can modify the details of your custom notification.