Case Escalation

Case Escalation Level 1 and 2 dates and times are set when the case is first saved. Escalation dates get re-set if Priority, Category, or Case Type is changed as this can affect the valid escalation parameters.

These fields are read-only by default but can be editable and secured for more flexibility. As long as the case is open and there are escalation dates and time filled in, this case is found on the Case Escalation Email. Inactivating an Escalation record has no impact on whether the Escalation dates based on that record are set or not.

When the Escalation Notification is sent, the following users are included:

• Level 1 Escalation (only if Include In Case Escalation Email is cleared)

  • The Assigned To user on the case

  • Members of the Notification Role configured on the associated Case Type

  • Members of the Level 1 Escalation Role on the associated Case Type

• Level 2 Escalation (only if Include In Case Escalation Email is cleared)

  • All users included with Level 1 Escalation

  • Members of the Level 2 Escalation Role on the associated Case Type

Client Service Case Escalation Parameters

The following procedure illustrates how to configure client service case escalation parameters.

1. Go to System Admin > Administrative Data > Client Service Case Escalation.

   The Client Service Case Escalation dashboard opens.

   

2. To add a set of client service case escalation parameters, click Add.

   Or

   To edit a set of client service case escalation parameters, select the entry and click (Open) or Edit.
   

   The Client Service Case Escalation form opens.

   

3. Complete the following information on the Client Service Case Escalation form:

   Field	Description
   Case Category	Select a value to indicate the case category of the case to escalate.
   Case Type	Select a value to indicate the case category of the case to escalate.
   Priority	Select a value to indicate the current priority of the case to escalate.
   Next Priority	Select a value to indicate the priority to which the system will set a case when the case escalation triggers.
   Level 1 Escalation Hours	Enter a number to indicate the number of hours after a case is created that the system waits before the level 1 escalation of a case. If no action is taken on the case by the Assigned before the indicated number of hours expires, the system completes the level 1 escalation.
   Level 2 Escalation Hours	Enter a number to indicate the number of hours after a case is created that the system waits before the level 2 escalation of a case. If no action is taken on the case by the Assigned before the indicated number of hours expires, the system completes the level 2 escalation.
   Next Assigned To	The Next Assigned To field uses the CaseEscalationNextAssignedTo lookup group to define the acceptable values for this field. The values include the following: Single User Client Team Role Department Manager Immediate Supervisor When a Global Admin user selects: Single User in the Next Assigned To field, the system will display the Next Assigned To User field on the dataform. Client Team Role in the Next Assigned To field, the system will display the Client Team Role field on the dataform. Department Manager or Immediate Supervisor in the Next Assigned To field, the system will determine the manager or supervisor for the user indicated in the Assigned To field on the case. The system uses the user's profile to determine the user in the role of the department manager or immediate supervisor. When the case escalation triggers, the system assigns the case to: The manager user if the Next Assigned To field contains Department Manager The supervisor user if the Next Assigned To field contains Immediate Supervisor.
   Next Assigned To User	This field displays when the Next Assigned To field contains Single User. A Global Admin user can select a user in the Next Assigned To User field to indicate the individual to whom the system will assign the client service case. When the case escalation triggers, the system assigns the case to the user indicated in the Next Assigned To User field. Note:  This field does not display when the Next Assigned To field contains Department Manager or Immediate Supervisor.
   Client Team Role	This field displays when the Next Assigned To field contains Client Team Role. The Global Admin user can select a client team role in this field to indicate the individual in a role to whom the system will assign the client service case. The system uses the Client Team Roles lookup group to define the values for this field. When the case escalation triggers, the system assigns the case to the user in the indicated role. Note:  This field does not display when the Next Assigned To field contains Department Manager or Immediate Supervisor.
   Send Escalation Email	This check box indicates whether the system sends an email notification when the system escalates a case by using this set of client service case escalation parameters.
   Escalation Notification Recipient	This field is available when the Send Escalation Email check box is selected. Select one of the following values to indicate the type of user to whom the system sends a notification about a case escalation: Role Department Manager Immediate Supervisor
   Escalation Email Role	This field is available when the Escalation Notification Recipient field contains Role. Select a user role in the Escalation Email Role field to indicate the user role to whom the system notifies about a case escalation.

4. Click Save.