Creating an Escalation Configuration

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

If your escalation requires a custom e-mail template, create the e-mail template.

You can create, update, or delete an escalation if your user role has Email Template View and Email Template Manage permissions.

To create a new escalation configuration:

1. Go to Configuration > Escalation.

2. Click New.

3. Enter the General settings as follows:

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

   • Description: Enter 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 later, if desired.

5. Enter the Escalation settings as follows:

   • 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 e-mail templates. Click Preview to see how the e-mail will look.

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

   • 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.