Support Escalation Level 1

Package: BASIC

1. General

The automation "8.1 | Support Escalation Level 1" monitors open tickets that support has not yet responded to and escalates them after a priority-dependent waiting period through internal notifications.

Setup and structure

The automation consists of one trigger and three priority-dependent condition branches:

Node no.	Name	Type
#1)	Escalation Level 1	Trigger (Tickets module)
#2)	Prio normal, support response open	Condition
#3)	Notify support after 2 days	Action – Notification
#4)	Set escalation level 1 after 2 days	Action – Update record
#5)	Prio high, support response open	Condition
#6)	Notify support after 1 day	Action – Notification
#7)	Set escalation level 1 after 1 day	Action – Update record
#8)	Prio urgent, support response open	Condition
#9)	Notify support after 4 hours	Action – Notification
#10)	Set escalation level 1 after 4 hours	Action – Update record

Waiting times by priority:

Priority	Waiting time until escalation level 1
Normal / Low	2 days
High	1 day
Urgent	4 hours

Overview 8.1 | Support Escalation Level 1

1.1. Support Escalation Level 1 – Trigger, conditions and actions

1.1.1. Escalation Level 1 (Trigger - #1)

Trigger in the Tickets module. Responds to the saving of a ticket record and checks, in the downstream conditions, whether an escalation should be triggered.

Connections to nodes before/after:

• before: none
• after:
  • Prio normal, support response open (Condition - #2))
  • Prio high, support response open (Condition - #5))
  • Prio urgent, support response open (Condition - #8))

Trigger „Escalation Level 1"

1.1.2. Prio normal, support response open (Condition - #2)

Checks whether the ticket has priority normal or low and no support response has yet been provided. If it applies, a notification (#3)) and the escalation level (#4)) are initialised as scheduled actions after 2 days.

If support or the customer responds in the meantime, the scheduled actions are automatically deleted (Check on every run active).

Connections to nodes before/after:

• before: Escalation Level 1 (Trigger - #1))
• after (met):
  • Notify support after 2 days (Action - #3))
  • Set escalation level 1 after 2 days (Action - #4))
• after (not met): none

Condition „Prio normal, support response open"

1.1.3. Notify support after 2 days (Action - #3)

Sends an internal notification (bell) to the responsible support employee after 2 days without a support response. The notification is initialised as a scheduled action and is only executed if the condition is still met at the time of execution.

Connections to nodes before/after:

• before: Prio normal, support response open (Condition - #2))
• after: none

Action „Notify support after 2 days"

1.1.4. Set escalation level 1 after 2 days (Action - #4)

Sets the Escalation level field on the ticket to Level 1 after 2 days without a support response. Is initialised as a scheduled action in parallel to action #3.

Connections to nodes before/after:

• before: Prio normal, support response open (Condition - #2))
• after: none

Action „Set escalation level 1 after 2 days"

1.1.5. Prio high, support response open (Condition - #5)

Corresponds to condition #2, but for tickets with priority high. Waiting time: 1 day.

Connections to nodes before/after:

• before: Escalation Level 1 (Trigger - #1))
• after (met):
  • Notify support after 1 day (Action - #6))
  • Set escalation level 1 after 1 day (Action - #7))
• after (not met): none

Condition „Prio high, support response open"

1.1.6. Notify support after 1 day (Action - #6)

Sends an internal notification to support after 1 day without a support response.

Connections to nodes before/after:

• before: Prio high, support response open (Condition - #5))
• after: none

Action „Notify support after 1 day"

1.1.7. Set escalation level 1 after 1 day (Action - #7)

Sets the Escalation level field on the ticket to Level 1 after 1 day.

Connections to nodes before/after:

• before: Prio high, support response open (Condition - #5))
• after: none

Action „Set escalation level 1 after 1 day"

1.1.8. Prio urgent, support response open (Condition - #8)

Corresponds to condition #2, but for tickets with priority urgent. Waiting time: 4 hours.

Connections to nodes before/after:

• before: Escalation Level 1 (Trigger - #1))
• after (met):
  • Notify support after 4 hours (Action - #9))
  • Set escalation level 1 after 4 hours (Action - #10))
• after (not met): none

Condition „Prio urgent, support response open"

1.1.9. Notify support after 4 hours (Action - #9)

Sends an internal notification to support after 4 hours without a support response.

Connections to nodes before/after:

• before: Prio urgent, support response open (Condition - #8))
• after: none

Action „Notify support after 4 hours"

1.1.10. Set escalation level 1 after 4 hours (Action - #10)

Sets the Escalation level field on the ticket to Level 1 after 4 hours.

Connections to nodes before/after:

• before: Prio urgent, support response open (Condition - #8))
• after: none

Action „Set escalation level 1 after 4 hours"