Escalation levels

For each request priority you can define one or more escalation levels, so that the system forwards the enquiry further through the organization if it has not been read or handled within a specified time.

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How to define new levels

1. Click the Requests button in the navigator and select the Priorities tab.
2. Select a priority for which you want to create escalation levels.
3. Select the Escalation levels tab.
4. Click the Add button. You are now creating the first escalation level.
5. Enter the following information:
   • Occurs after
   • Reassign to
   • Run script
   Details about each field are specified below.
6. Under Send reply template, you can define who should receive an email and SMS when this escalation level is triggered. Select the checkboxes for Email or SMS next to each recipient, and select the relevant reply template. If you select Others, you must enter the relevant email addresses (use commas) and phone numbers in the fields below.
   If the Send reply template by SMS to tab is not displayed, this means that SMS has not been enabled for the license you are using. Contact your system administrator for more information.
7. Click Save.
8. Repeat these steps to create additional escalation levels.
9. If you created multiple escalation levels, you can define the order in which they should occur using the arrow buttons below the list of escalation levels.

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Escalation settings

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Reply template settings

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Delete escalation level

1. Select the escalation level you want to delete.
2. Click the Delete button at the bottom of the screen.