e11 Help Desk Software Manual for customer support & service software
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The Escalate Rule helps you to track and manage the ticket age of open tickets (that exceed a specific response time) of a particular ticket group on the basis of system rules, such as ticket time. This age applies to queue ticket age and not system ticket age. To run escalation rules, you need to set a cron job with the script name admin/escalaterule.php. The System Time of open tickets can be checked from the Inbox, as shown in the Figure 10-7-1.
Note: With the help of escalation rule, you can route a ticket to specific representatives. To know more, click here.
You can also set up an escalation rule that allows you to automatically escalate a ticket not assigned to a representative or is unattended for a particular time, as mentioned by you in the Add Escalate Rule page. For this, you have to create a ticket group on the basis of ‘Not Assigned ticket’.
To add an escalate rule:
1. Click 
from the main menu bar.
2. On the View Settings page, click System Rule 
.
3. System Rule page opens, as shown in the Figure 10-1-1.
4. Click Escalate Rule 
.
5. View Escalate Rule Details (Active) page opens, as shown in the Figure 10-1-2. This page will show you the name and e-mail address of the representative to whom the escalated ticket will be assigned. It will also show you the time after which the escalation rule will be implemented.
Tip: You can also click on from the toolbar to access the View Escalate
Rule Details (Active) page directly.
Note: You can view the Trash 
in View Escalate Rule Details (Active) page
only, if there is a deleted escalate rule.
Note: You can sort the Escalate Rule Details by Escalate Level and Assigned To.
Escalate
Level specifies the importance of a ticket. The higher the level of escalation
associated with a ticket, the higher will be its importance. For example,
ticket groups in Escalate Level 3 and Escalate Level 6 have same escalation
timing, as shown in the Figure 10-1-2. But, tickets in Escalate Level 3 will be
escalated earlier than tickets in Escalate Level 6. You can also change the
escalate levels by clicking on the Up 
and Down 
arrow.
6. Click 
to open Add Escalate Rule page. Select an
Existing Ticket Group for escalation from the drop-down menu, as shown in the Figure 10-1-3.
Tip: You can also create a new ticket group for escalation by selecting the Make New Ticket Group.
7. Enter information in the optional fields, as shown in the Figure 10-1-3:
Optional Fields |
|
Field |
Description |
|
Ticket Time (Days:Hrs:Min) |
Specify the Days and Time from the drop-down menu, after which the escalation rule will be implemented and the ticket will be routed to a representative. You can also immediately route a ticket to a specific representative by setting the days and ticket time at 0000. |
|
Change Priority To |
You can keep the same priority or can also specify a new priority for the escalated ticket from the drop-down menu. |
|
Escalate Ticket Assigned To |
You can keep the same representative or can also change the representative to whom the escalated ticket will be routed from the drop-down menu. |
|
Notify E-mail Address(s) |
E-mail address of the representative, where the auto responder message will be sent to notify the escalation action. You can also configure a beeper/pager email address in case of emergencies. |
|
Auto Responder |
You can set different auto responder messages for different escalation rules from the drop-down menu. |
Note: To inform multiple
representatives about an escalation action, click on the 
link under Notify E-mail Address(s). Select
E-mail box pops-up with the various E-mail addresses. Check the box to select
the e-mail addresses you want to notify and click 
.
8.
Click 
to add a new escalation rule.
Tip: You can also execute multiple escalation rules at the same time or consecutively for a ticket of a particular ticket group by adding more escalation rules to that ticket. Execute multiple escalation rules at the same time by selecting different representatives or consecutively by setting different ticket time after which the escalation rule will be implemented for a ticket.
Example: At times there are open
tickets in the system that exceeds a specific response time and it is very hard
to track them. For managing such a situation, you have to add an escalation
rule for various ticket groups on the basis of system rules, such as ticket
time. To do so, select an existing ticket group, such as hardware, and specify
the escalation rules, such as ticket time under Action, as shown in the Figure 10-1-3.
You can also create a new
ticket group and then similarly specify the escalation rule for it.
Click .
To modify an escalate rule:
1. Open View Escalate Rule Details (Active) page.
2. Click on the Representative Name under Assigned To, to modify the escalate rule.
3. Modify the various fields and click 
to save the changes.
To delete an escalate rule:
1. Open View Escalate Rule Details (Active) page.
Note: You can view the Trash in View Escalate Rule Details (Active) page
only, if there is a deleted escalate rule.
2. In the View Escalate Rule Details (Active) page, check against the Escalate Level to delete an escalate rule, as shown in the Figure 10-2-1.
3. Click 
.
A delete confirmation box pops-up. Click 
to confirm deletion.
To recover an escalate rule:
1. Open View Escalate Rule Details (Active) page.
2. Click Trash 
to open the View Escalate Rule Details
(Trash) page.
3. Check against the Escalate Level to recover an escalate rule, as shown in the Figure 10-3-1.
4. Click 
.
A confirmation box pops-up. Click to recover the escalate rule.
Tip: You can delete an Escalate
Rule permanently by clicking 
on the View Escalate Rule Details (Trash)
page.
Click
Active Escalate Rule 
to go back to the View Escalate Rule Details
(Active) page.