Setting up Escalation to Cancel Service Requests

Answer

Steps:

1. Go to the Domains application and bring up SRSTATUS domain. Click on the "New Row" button to create a synonym status for CAN (with internal value = RESOLVED).

2. Go to the Actions application and create a new Action:

Action = CAN_SR

Object = SR

Type = Change Status

Value = CAN

3. Go to the Escalations application. Create a new Escalation record:

Escalation = CAN_SR

Applies To = SR

Condition =

exists ( select 1 from workorder where origrecordclass LIKE '%SR%' and origrecordid= sr.ticketid AND status= 'CAN')



To check for closed SR records and multiple work orders, a condition might look like this:

((exists ( select 1 from workorder where origrecordclass LIKE '%SR%' andorigrecordid= sr.ticketid AND status = 'CAN')) and (1=(select COUNT (wonum) from workorder where origrecordclass LIKE '%SR%' andorigrecordid= sr.ticketid )) AND (status NOT IN ( 'CAN', 'CLOSED', 'RESOLVED')))

The escalation point is CHANGEDATE:



Set up an interval for the Escalation Point, e.g. check the CHANGEDATE value every minute:



Attach the Action created in step 2.



Set up an Escalation schedule to run the escalation (on the top right-hand corner of the Escalations application):



To test the result:

1. Create a new Service Request.
2. Go to the "Select Actions" menu to create a Work Order.
3. Go to the Related Records tab, hyperlink to the related Work Order and cancel it.
4. Return to the Service Requests application: the SR record will be cancelled after 1 minute or after the escalation is run (according to schedule).