Escalation Rules

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Escalation Rules

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16/07/2012 12:48:39

Subject: Escalation Rules

seandonnelly
SysAider

SysAider from release 7.5

Joined: 29/06/2012
Messages: 17
Offline

So I am testing out the escalation rules and I created a test rule that covers all categories and statuses, except I put I in a Query that states "Status is not closed". Can I extend and add in a second line that also covers Pending? Also am I on the right path as far as setting these rules up properly? One other thing is does the escalation rule change the priority automatically for you or do I need to set this in the rule?


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This message was edited 3 times. Last update was at 16/07/2012 13:09:15

23/07/2012 07:16:23

Subject: Re:Escalation Rules

leon.shlimak
SysAid Customer Relations

Joined: 28/09/2011
Messages: 68
Offline

Dear Seandonnelly,

You are on the right path

1. When you click on the Query Builder, under Statement select "OR". This way, you would be able to have "Status is not closed" OR " "Status is not pending".

2. The escalation rule does not change the priority by itself. If you scroll down, you will see: "Change priority to".

I hope that answers your questions, and enjoy using SysAid!

Cheers,
Leon

23/07/2012 11:17:02

Subject: Re:Escalation Rules

seandonnelly
SysAider

SysAider from release 7.5

Joined: 29/06/2012
Messages: 17
Offline

Thank you for the confirmation on this, exactly what I needed to know!

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