The escalation level helps to define which action should be started for which call event. Actions such as, for example:
To edit or create an escalation procedure
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In the Manager, select the Help desk > Basic configuration data > Escalation procedures category.
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In the result list, select the escalation procedure and run the Change main data task.
- OR -
Click 
in the result list.
-
Edit the escalation procedure's main data.
Table 7: Main data for escalation procedures
|
Escalation procedure |
Name of the escalation procedure. |
|
Calls that meet the condition |
Condition that triggers the escalation level. The condition has to be entered in SQL syntax for which a wizard is available. |
|
Event to be triggered |
The menu offers all events that you defined in the Process Editor in the Designer for the TroubleTicket base object. |
- Save the changes.
Example: Escalation procedure
If the condition specified for a call is Severity is 2 and priority is 2, the escalation procedure Check(Severity, Priority) is be triggered. A schedule checks regularly whether a call has fulfilled the defined condition. If this is the case, the escalation procedure triggers the CallPrio2 event. This causes an email to be sent to the person dealing with the call.
|
Escalation procedure |
Check(severity, priority) |
|
Calls that meet the condition |
ID_TroubleSeverity = '2' and ID_TroublePriority = '2' |
|
Event to be triggered |
CallPrio2 |
A service agreement link is integrated into the help desk function that can be attached to departments, cost centers, locations, business roles, devices, and products. This allows call reaction and solution times to be determined automatically and escalation procedures that are connected to the service agreement to be triggered.
To create or edit a service agreements
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In the Manager, select the Help Desk > Basic configuration data > Service agreements category.
-
In the result list, select the service agreement and run the Change main data task.
- OR -
Click in the result list.
-
Edit the main data.
Table 8: Main data for service agreements
|
Service agreement |
Name of the service agreement. |
|
Manager or supervisor |
Employee responsible for the service agreement. |
|
Start date |
Date from which the service agreement applies. |
|
End date |
Date until which the service agreement applies. |
|
Response time [min] |
Reaction time in minutes after the call is received. |
|
Solution time [h] |
Solution time for the call in hours. |
|
Disabled |
Specifies whether the service agreement is in use. |
|
Description |
Description of the service agreement. |
- Save the changes.
Related topics
To assign products to a service agreement
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In the Manager, select the Help Desk > Basic configuration data > Service agreements category.
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Select the service agreement in the result list.
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Select the Assign products task.
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In the Add assignments pane, assign the products.
TIP: In the Remove assignments pane, you can remove product assignments.
To remove an assignment
- Save the changes.
To assign departments, cost centers, and locations to a service agreement
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In the Manager, select the Help Desk > Basic configuration data > Service agreements category.
-
Select the service agreement in the result list.
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Select the Assign organizations task.
In the Add assignments pane, assign the organizations:
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On the Departments tab, assign departments.
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On the Locations tab, assign locations.
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On the Cost centers tab, assign cost centers.
TIP: In the Remove assignments pane, you can remove assigned organizations.
To remove an assignment
- Save the changes.
.