Escalation check

The escalation check updates due ticket escalations based on the SLA and calendar.

Overview

This page explains the escalation check and describes its main effects. Test changes in a test environment first whenever they may affect existing tickets, permissions, notifications, or automations.

Typical workflow

1. Identify tickets that are due. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

2. Take calendar times into account. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

3. Update escalation values. Open the existing record, change only the required fields, and check dependent assignments before saving.

4. Run the check manually or through the daemon. Perform the function in the designated form and immediately verify the result in the corresponding overview or on the affected ticket.

Notes

• Visible menu items and actions depend on the signed-in agent’s group and program permissions.

• Deactivated entries are often retained for existing tickets and reports, but are no longer available for new assignments.

• After making changes, test at least one realistic use case with a user in the affected role.