Create an Escalation Configuration

Escalation configurations define what happens when a ticket is overdue. Selected recipients are notified using an email template.

If your escalation will require a custom email template, create the email template first.

To create a new escalation configuration:

1. Go to Configuration > Escalation.

2. Click New.

3. Enter the general settings:

   • Name: Type the display name that users will use to identify this escalation configuration

   • Description: Type a summary that will be visible only on the escalation page.

4. Create an escalation for Level 1 by clicking New in the Escalations section. You can repeat these steps to create escalations for Level 2 and 3, if desired.

5. Enter escalation settings:

   •  Escalation Level : Choose 1 for the first response to an overdue ticket. To create a different response if the ticket remains overdue, create a second escalation with Level 2.

   • Email Template: Select from the list of available email templates. Click Preview to see how the email will look.

   •  Escalation Date: The number of days after the ticket is due to trigger this message. Level 1 might be triggered 1 day after a ticket's due date; Level 2 a few days later. Level 3, if required, would be triggered later still.

   • Recipients: Check Requester, Owner Manager, or select individuals or teams to receive this message.

6. Click OK.

7. Click Save to save the new escalation configuration.