Escalation Type Bundles

The Escalation Types can be grouped to so-called bundles. Bundles have to be connected to SLAs, and it is possible to filter them by customers, priorities and services in order to define special escalations on a per-customer basis and depending on certain calendar settings.

After installation of the package a module Escalation Type Bundles will be available in the Ticket Settings group of the administrator interface.

Escalation Type Bundle Management Screen

Escalation Type Bundle Management Screen

The advanced escalations package works with the relationships chain Escalation type โ†’ Escalation type bundle โ†’ SLA.

One or more escalation type should be created and assigned to an escalation type bundle, and one or more escalation bundles should be related to one or more SLAs. The relationship between Customer โ†’ Service โ†’ SLA is the normal one on the system.

Manage Escalation Type Bundles

To create a new escalation type bundle:

  1. Click on the Create New Escalation Type Bundle button in the left sidebar.

  2. Fill in the required fields.

  3. Click on the Create button.

  4. You will be redirected to Edit Escalation Type Bundle screen to edit the escalation type bundle details.

Create New Escalation Type Bundle Screen

Create New Escalation Type Bundle Screen

To edit an escalation type bundle:

  1. Click on an escalation type bundle in the list of escalation types bundles or you are already redirected here from Create New Escalation Type Bundle screen.

  2. Modify the fields and the escalation type bundle details.

  3. Click on the Save or Save and finish button.

Edit Escalation Type Bundle Screen

Edit Escalation Type Bundle Screen

To delete an escalation type bundle:

  1. Click on the trash icon in the Delete column.

  2. Click on the OK button in the confirmation dialog.

Delete Escalation Type Bundle Screen

Delete Escalation Type Bundle Screen

Escalation Type Bundle Settings

The following settings are available when adding or editing this resource. The fields marked with an asterisk are mandatory.

Name *

The name of this resource. Any type of characters can be entered to this field including uppercase letters and spaces. The name will be displayed in the overview table.

Comment

Add additional information to this resource. It is recommended to always fill this field as a description of the resource with a full sentence for better clarity, because the comment will be also displayed in the overview table.

Description

Longer text can be added here to describe the escalation type bundle.

Customers

Select a customer from the drop-down list. If one or more customers are selected, the bundle will only take effect on tickets which are assigned to one of the selected customers.

Priorities

Select a priority from the drop-down list. If one or more priorities are selected, the bundle will only take effect on tickets which matches one of the selected priorities.

Services

Select a service from the drop-down list. If one or more services are selected, the bundle will only take effect on tickets which matches one of the selected services.

Execution order *

The execution order takes place, when at least two bundles could start based on the types and the attributes of the ticket. Only one bundle can be used though. The execution order will change the priority of the bundle, so that the bundle with higher priority will be used.

Validity *

Set the validity of this resource. Each resource can be used in OTRS only, if this field is set to valid. Setting this field to invalid or invalid-temporarily will disable the use of the resource.

Add escalation type

Bundles can contain several escalation types. On a bundle, all information regarding the time for the escalation is being stored.

Escalate after

Define the escalation time span and unit.

Round up times

Check this box to round up the times, so the start of the escalation will take place at the next full time unit.

For example if 1 hour is set as escalation time and a ticket is being created at 10:23, the escalation will start at 11:00, rounding up to the next full hour. If 1 day is set, the escalation will start on the next working day (based on the working time).

Use calendar

Select a calendar to used by the escalation. If no calendar is being used, a 24/7/365 calendar without weekends or other free days will be assumed.

Notify on

Define the notification time and the time when the color of the escalation will change to orange.

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