Overview

The Escalation feature exists for all of the ticket areas and provides a Business Rules feature based on certain ticket criteria, this type of business rule is able to perform automatic activities at specific milestones along a ticket’s SLA. So for example this kind of business rule can be used to send a notification email to the owner of a ticket when the ticket is within a specified percentage of a SLA target time being breached. Or you can configure the escalation to notify when it is within a specified number of minutes of breaching your SLA.

A common feature in Vivantio is the Expression Builder, Escalation uses this feature to create conditions for the menu item. Filters are added, which exist for All, Any or None of the conditions. The All option contains AND statements when conditions are created, whereas the Any option conditions OR statements. For example, if one condition of Status = Open is created within the All section of the Expression Builder and two conditions of Priority = High , Priority = Medium are created from the Any section then the Expression Builder would apply all open tickets AND either the Priority High OR the Priority Medium, but not both. When conditions and filters have been set, they run automatically in the background applying the actions created. In Escalation, actions can be applied to change the owner, status, add an action and email based on the SLA timing of the ticket.



There are some special fields in the Expression Builder, these are:-

Ticket / Group Name / Equals / In my groups: Ticket is assigned to any group the current user belongs to.

Ticket / Owner Name or Taken By Name / Equals / Logged On User: Ticket is assigned to the current user.

Ticket / Owner Name or Taken By Name / Equals / Me and my Groups: Ticket is assigned to the logged on user or in any group that this user belongs to but not assigned to a particular user.

Date Special Fields

Today: the date matches today's date

Yesterday: the date matches yesterdays date

Tomorrow: the date matches tomorrows date

Days Before Today: User can type a number in here

Days After Today: User can type a number in here

Guidance

Navigate to the Admin Area > System Areas > choose the system area e.g. Tickets > Business Rules > Escalation Rules

To Add an Escalation:

Click Add
Enter the Condition, Filter and Action details
Click Save

To Edit an Escalation:

Tick the box of the Escalation you wish to edit
Click Edit
Make your changes
Click Save

To Delete an Escalation:

Tick the box of the Escalation you wish to delete
Click Delete
Click OK to confirm the action

Example

The SLA Response time is set to 30 mins:

The Response SLA Mode is set to 'Accept'

In this example, the Escalation Rule has been set to initiate 10 minutes after the Response SLA time:

It will initiate the following:

• An email to the Owner of the Ticket
• Change the Status to 'Breached SLA'
• Add a Note to the History tab of the ticket to advise the SLA has been breached

The ticket was created:

As the ticket was not worked within the 40 minutes (Response time of 30 minutes + 10 Minutes past Response Time), the following happened as configured:

• An email to the Owner of the Ticket
• Change the Status to 'Breached SLA'
• Add a Note to the History tab of the ticket to advise the SLA has been breached

Reviewed: 08 March 2023