The eTASK.Serviceticket workflow triggers regular escalations if set deadlines are not met. In the event of an escalation, at least the assigned agent receives a reminder email, and, if applicable, a group of people defined by service category and building. Additional escalation settings can also be configured here. The first escalation in the event of a missed deadline occurs automatically. Any further escalations must first be configured.
Procedure
Path to the starting point: Control Panel - Infrastructure Building Management - Service Ticket - Service Ticket Responsibilities
Open the responsibility for the combination of service category and building for which you want to configure escalation settings. You can also create a new responsibility.
All settings are configured in the Escalation section:
Escalation Interval [Days] Here you can specify the interval at which an escalation should occur. If you enter "1" here, the escalation will occur daily if the set deadline is not met.
Number of Escalations Here you can set how often the escalation should occur. If you enter "2" here, the escalation will occur a total of 2 times. Combined with the one-day escalation interval, this means that if the deadline is not met, a reminder email will be sent every day for 2 days.
Group to be notified Here you can select a group that will receive a reminder email in addition to the current assignee of the service ticket. You can also create a new group by clicking "New."
Click Save.
Escalations for service tickets in the associated service category and for the building will proceed according to the settings made here.
Tip: If you want to apply the same settings to multiple responsibilities, you can use the 📄 Massenänderung IC1119 .