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- Start Event (required) – Event that begins the Escalation's life cycle
- Abort Events (optional) – Events which can interrupt the Escalation to prevent unnecessary actions from occurring
- Sequences (required) – Actions the Escalation takes during its life cycle
- Criteria (optional) – A means of narrowing down the conditions under which the Escalation begins
Adding an Escalation
Navigate to the Escalations grid by going to Admin > Escalations / Notifications > Escalations.
To add a new Escalation, click the
button located on the Grid toolbar.
In the Escalation form, must complete the required fields. Enter an "Escalation Name" so that the new Escalation can easily be identified.
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Service Host REST Escalation Setup
This is a sample Escalation that will use the Service Host set up previously. It will execute using the "New Estimate Created" Event. Add a single Sequence and a single Criteria that must match for the Escalation to execute at all.
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With this sample, when a new Estimate is created in Service Desk, this Escalation will check any Criteria set in place. If ALL of the criteria pass, the Sequence(s) will execute, sending data to the API set up in Service Hosts.
Service Host REST Escalation Setup
This is a sample Escalation that will use the Service Host set up previously. It will execute using the "New Service Request Created" Event. Add a single Sequence and a single Criteria that must match for the Escalation to execute at all.
- Go to Admin > Escalations / Notifications > Escalations
- Open a new Escalation.
- Select a Start Event before adding Sequences. This is to help the Sequence form know what data variables it can use. Select "New Service Request Created" as the Start Event.
- Open a new Sequence on the Sequence tab. Set the Sequence # "10", and Time To Wait "0m".
- Select "Service Host SOAP Escalation" from the Type list.
- When the form updates, choose the Service Host to use ("Sample REST Host" in the example above).
- Set the "Target Host". This will define the Service Host that is going to be interacting with this Escalation.
- Set the "Target Method". This will define what endpoint the Escalation is going to be sent to. The expected fields to be sent will be automatically populated.
- Fill in the "API Options" to be sent to the endpoint.
- Save the Sequence and close the Sequence form. To use this Escalation to perform other tasks, including other calls to the same or other endpoints, set up separate Sequences for those actions.
- Click the Criteria tab and open a new Criteria. This operates the same as previous versions. Notice that UDFs which apply to the data object the Start Event is generated from can be found in the list of data Criteria that can be checked before the Escalation begins its work. There are also additional Comparison types to choose from for better refinement of acceptable data conditions.
- Save a Criteria if desired.
- Finally, save the new Escalation.
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