Escalate - How it works?

[chriscorcoran]

Hi 

Does anyone  know how the escalation icon works in calls? When I select a new priority and select team it doesn't send users an email to notify them, should it? if so where do I need to set this in order to get it working?

 

Thanks

Chris

[David Hall]

Hi Chris,

Currently there are no notifications based off of the change in priority in the Escalate tab. The escalate tab will allow the changing of the priority on the request and the addition of an entry into the request timeline recording the change so analysts can see this change in the timeline and the updated priority on the request/request list.

Kind Regards,

Dave.

[chriscorcoran]

OK thanks David,

 

would it be worth a trigger in a future release to notify the team by email if the priority is changed? Ideally we need the ability to escalate a call and let the Manager and the second line staff\Team know that a customer has escalated the call to a higher priority.

 

Thanks

Chris

[James Ainsworth]

Thanks for your post.  It has always been the goal to extend the escalation tab to include more than just the changing of the priority.  The idea behind the escalation tab is to provide a manual method of functional and hierarchical escalations.  You should see features on this tab extended in the future.

[chriscorcoran]

Thanks James.

[chriscorcoran]

On another note where do I change the wording that comes up when I change the priority

thanks

[James Ainsworth]

I'm guessing that you are looking at the word "De-escalated''?  This is a constructed phrase so there is no one translation for the entire string.  The majority of strings can be changed directly in the UI, however this is one of these few cases where the translation needs to be done in Administration.

In Administration Click on the Service Manager App icon on the landing page.  Once here you will see a card for Translations.  Click here to see see the list of all the translation keys.  You can narrow down the list of keys by typing in user.view.request.details in the search box.  You will then be looking at about page 6 for the following key

user.view.request.details.escalate.deescalated

You can change this to your preferred term by selecting the language that you use and then in that column change the term by clicking on it.

On a slightly different note, there is something not quite right with the priority ordering on your system.  In your screenshot it should actually say Escalated from Standard Low to Standard Medium.   This may be down to the order in which the priorities are listed when defined.

Regards,

James

 

[Martyn Houghton]

James

Related to the escalation process is there any plans to include the equivalent of the Support Works condition field which could be used for recording escalation levels linked to the SLA  Escalation Actions, as escalation as such does not always change the actual SLA priority of the request.

Cheers

Martyn

[James Ainsworth]

Hi Martyn,

We do have some new features to extend the maturity of our Service Level Management (SLM) offering that are currently being beta tested.  At the moment the idea of the Supportworks style "conditions" have not be planned, but it could be considered once we have some of the larger elements of SLM completed.   

Regards,

James