Setting Up Escalation Tasks
For each priority code that you define, set up a set of escalation tasks to be used when an incident is assigned a priority code.
Notes about the Additional Rules tab:
- If more than one code is required, build a comma-separated list.
- This solution supports wildcard string replacement with the use of the asterisk character (*).
- All rules fields must evaluate to true in order for the escalation tasks to be active on the incident where the rule applies.
These examples show how to use the fields on the Additional Rules tab:
- If the escalation task should only be active for incidents prefixed with 'Wrk' or 'Rewrk', the Incident field contains this value: Wrk*, Rewrk*
- If the escalation task should only be active for items suffixed with '2006' or '2007', the Item field contains this value: *2006, *2007
- If the escalation task should only be active for the Service and Billing departments, the Department field contains this value: Service, Billing
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