Configuring Escalations and Chase

You can configure ASM to manually escalate tickets based on agent input, or to automatically escalate based on User Chases.

User Chase and Escalations are inextricably tied to one another while still being essentially separate capabilities. When you configure User Chase, users are able to chase ticket based on predefined parameters and these chases can automatically trigger an escalation, if escalation is enabled. These escalations make use of call templates to create a new call and assign the new call to the escalation authority. The triggering call or request is written to the ESCALATED_CALL_REF or ESCALATED_REQUEST_REF field as appropriate, but it is not linked to the newly created Escalated Ticket through Call Linking.

Analysts can also escalate a ticket regardless of user chases, if they feel it is necessary. The same capability is then triggered as if a Chase has reached its Count of Chases threshold. A new ticket is logged using the configured call template and it is sent to the escalation authority.

Configuration/Implementation

Audience: System Administrators

For System Administrators wishing to configure Escalations and Chase, the details of specific configurations can be found in the relevant System Administration Sections:

1. IPK Settings (Partitioned)

2. Workflow Management Settings

3. IPK Security Roles

4. Workflow Management Security Roles

5. Self Service Portal Settings (Partitioned)

6. Self Service Portal Security Roles

7. Call Templates (Optionally)

8. Screen Designer (Optionally)

9. System>Message Types (Optionally)

When a Call or Request escalates, the following happens:

1. A new ticket is created using the specified Call template. The triggering Call or Request is written to either the Escalated Call Ref or Escalated Request Ref fields. You can find these fields in Screen Designer.

2. The user will receive an email notification that a new ticket has been created using the template defined in your auto-notify rules in IPK Workflow Rules.

Configure the Escalation/Chase Process

To setup Escalations and by extension Chase, you will need to perform the following actions:

1. Create a call template for escalations - Consider if you will create a separate screen set. This has both advantages and disadvantages. For example, creating a separate screen set, stream, and/or status gives you more flexibility with partitions, assignment, and message templates. This means, for example that you can customize the auto-reply message so that it is more apparent the ticket that has been logged is not a new issue, but rather an escalation. The main disadvantage is of course, you will need to build the screens and all related messaging and branding.

You may need 2 Screen Sets. In order to show what Call or Request resulted in or triggered the escalation, you need to put the ESCALATED_CALL_REF and ESCALATED_REQUEST_REF on the screen you are using for your call template. These fields are not available to the Rules Builder.

This means you cannot show or hide, or place any other rules against these fields or the values inside of them. If you want to be able to show relevant information depending on the data contained within these fields (entity-specific details), you will need to create 2 screen sets.

Example of 2 Screen Set Configuration

Example Escalated Ticket Email Template for an escalated request

2. Enable Escalations in IPK Settings (Partitioned) to enable Call Escalations

3. Enable Escalations in Workflow Management Settings to enable Request Escalations

If You Are Using 2 Screen Sets

If you created separate screen sets for each entity, you will need to configure escalations to go to the correct screen set/Call Template in:

1. IPK Management

2. Workflow Management

4. Configure IPK and Workflow Security Roles for escalations

5. Meet with stakeholders and define the following in Self Service Portal Settings (Partitioned):

• Can customers Chase? If so, how many chase attempts (Max Chases) can a customer make from the portal before the ticket automatically escalates? Should it be unlimited (a Zero) or a fixed number?

• Will Calls and Requests be escalated, or only one or the other?

• If you are escalating requests and calls, will they use the same Call Template or different templates and therefore, screens? If you created separate screen sets for each entity, you will need to configure escalations to go to the correct screen set/Call Template

• How long between chase attempts must a customer wait (Min. Minutes)? An Hour, 2 hours, a day, or more?

• Where will the escalated ticket that is created be sent (Call Template Assignment)? Who should be notified (Recipients)?

• What should the screen for the Escalated tickets look like? Once configured, link it to your call template. You will at a minimum need to add the Escalated Call Ref and Escalated Request Ref fields to the ticket. Here is an example:

Example Single Screen Configuration

6. Configure Self Service Portal Security Roles for Chase (if you are enabling Chase)

Custom Email Template for Escalated Tickets

If you want a new email message template to be used, rather than the default, you will need to

• Setup a new screen set for Escalations

• Link it to the Call Template(s) for Escalations

• Configure a message template for the new Screen Set

• Assign the new template and Subject Line in Message Type Maps for message type 12000 - IPK Workflow Notification.

• Create an IPK Notification Workflow Rule to send your email template on escalations.

• Reconfigure your existing IPK Workflow notification rule to exclude escalations.

If You Are Using 2 Screen Sets

If you created separate screen sets for each entity, you will need to configure additionally:

1. Configure 2 call templates (If Link Stream and Status to Call Screen Set is enabled, you will need a stream to support Escalations for Call and Service Request. Link Calls to Call and Requests to Service Request.)

2. Configure 2 Email Templates to support both screens

3. Configure IPK Workflow Notifications to support both Screens

4. Configure Message Types in IPK Workflow Notifications to support both notifications