Escalation Manager

Escalation Manager allows you to manage and configure the escalation process within the Service software. The Escalation Manager screen consists of three primary tabs, each containing specific fields for configuring and managing different aspects of the escalation process:

• Escalation Timings—Defines the timing parameters for different levels of escalation, including the name, level, percentage of Maximum Response Time (MRT), and criteria.

• Escalation Tree—Manages the structure of the escalation process, including the name of the tree, escalation levels, staff assignments, and their availability.

• Escalation Rules—Configures the rules that determine how and when escalation occurs, including ranking, rule name, status, expiry date, escalation tree, and type.

The Escalation Manager allows you to set up and adjust the escalation process, ensuring that issues are escalated appropriately, based on severity and timing.

This section covers the following topics:

• Accessing the Escalation Manager screen

• Escalation Manager screen

• Adding escalation timings

• Adding an escalation tree

• Adding escalation rules

• Add Escalation Tree dialog box

• Add Escalation Rules dialog box

• Add Escalation Timings dialog box