Trouble Ticket Escalation

You can set up a process to automate Trouble Ticket escalation by performing the following:

• Establish defaults for Severity based on Trouble Type and a Commit Date based on Severity.

  • Trouble Type must have escalation hours and an escalation group established.

• Allow users to override defaults.

• Add the opened date to the parent trouble pop-up (if applicable)

  Setting up Trouble Ticket Escalation

1. Create a new Trouble Ticket and select the Trouble Type OR

   edit an existing Trouble Ticket and change the Trouble Type (requires Edit Trouble Type permission).

   Note

   The opened date can be added to a parent Trouble Ticket by clicking the Parent Trouble link and adding the Action Date.

2. Open the Update Journal Type window in Admin Console for the Trouble Type that you selected in step #1. (It's the same as the Journal Type name.)

3. On the Update Journal Type window, set the Severity, Escalation Group and Escalation Hours and save your changes.

4. If the Trouble Type is correctly configured for escalation, a message displays on the Trouble tab of the ticket, stating the group to whom the ticket will be escalated, and on what date.

   Note

   The user can override the default severity and the commit date as needed.

5. A Trouble Ticket Escalation journal is created and used to notify the Escalation Group.

6. A scheduled job runs every 15 minutes to find Trouble Tickets that have reached the escalation time.

7. A Follow-Up is created for any Trouble Tickets that has gone over its designated escalation hours.