Adding escalation rules

1. From the main menu on the left side of the screen, select System Configuration ().
   The System Configuration module opens in a separate tab. By default, the User Console screen appears.

2. Select Service Configuration () > Escalation Manager. The Escalation Manager screen appears.

3. Select () > Escalation Rule.
   The Add Escalation Rule dialog box appears.

4. Complete the general information:

   • In the Rule Name field, enter the name of the escalation rule.

   • In the Escalation Tree field, enter the escalation level associated with this rule.

   • In the Account Expiry Date specify the date when the escalation rule expires.

   • Active: Indicates whether the rule is currently active or inactive.

5. Select the Job Details tab.
6. Select the source from the options: Guest, Staff, and Both.
7. Specify the following options:
   • Job Type—Select the job type. Select or clear the box from the listed job types.
   • Job Priority—Set the job priority. Select or clear the box from the listed job priorities.
   • Job Category—Select the job category. Select or clear the box from the listed job categories.
   • Job Description—Select the job description. Select or clear the box from the listed job descriptions.
8. Select the Other Details tab.
9. Specify the following options:
   • Job Zone—Select the job zone. Select or clear the box from the listed job zones.
   • Job Location—Select the job location. Select or clear the box from the listed job locations.
   • Staff Department—Select the staff department. Select or clear the box from the listed staff departments.
   • Guest VIP Level—Select the guest VIP level. Select or clear the box from the listed VIP guest.
10. Select Save & Exit.
    An Alert Success message appears.
11. Select OK.