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

  1. In the Escalations application, create an escalation.
  2. 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.
  3. Specify SR as the business object the escalation applies to.
  4. Specify the condition as reportedpriority=1 and status='QUEUED' and commoditygroup is null.
  5. Specify the schedule as 1 minute.
  6. Create the escalation point.
  7. In the Actions window, select the action you associated with the action launch point in the previous task.
  8. Save the escalation.