Example: Creating the escalation
You create an escalation that checks all new service requests for a classification of 'PIPE_LEAK'. When the escalation finds a service request with this classification, it calls an action. The result of the action is that a business rule is implemented. The service request is assigned to the correct service group and if required, a work log is created.
Procedure
- In the Escalations application, create an escalation.
- Specify a name for the escalation. For consistency, use the same name you used for the launch point that you created in the previous task.
- Specify SR as the business object the escalation applies to.
- Specify the condition as
reportedpriority=1 and status='QUEUED' and commoditygroup is null
. - Specify the schedule as 1 minute.
- Create the escalation point.
- In the Actions window, select the action you associated with the action launch point in the previous task.
- Save the escalation.