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Administrator Interface

With this package you are able to define your own escalations. You can define fully customized escalation types which contain information about under what circumstances a ticket escalation will start, restart, be suspended, be resumed or stopped.

After installation of the package two new modules will be available in the Ticket Settings group of the administrator interface.

Contents

• Ticket Settings
  • Escalation Type Bundles
    • Manage Escalation Type Bundles
    • Escalation Type Bundle Settings
  • Escalation Types
    • Manage Escalation Types
    • Escalation Type Settings
    • Condition types
  • Service Level Agreements
    • New Field
• Communication & Notifications
  • Ticket Notifications
    • Notification Smart Tags
    • Escalation Events
• Administration
  • SQL Box
    • escalation_history Table
    • escalation_history_data Table
  • System Configuration
    • Visualization of Escalation Times in Ticket Overviews
• Example Usage
  • Creating the Escalation Type
  • Creating the Escalation Type Bundle
  • Assigning the New Bundle to an SLA
  • Conclusion